IT Engineer ServiceNow
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Manage GitLab’s ServiceNow implementation, handle service requests, optimize processes, create dashboards, and ensure system scalability while working remotely with comprehensive benefits.
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IT Engineer ServiceNow
Gitlab
Job Location
Job Summary
As an IT Enterprise Applications Administrator for ServiceNow at GitLab, you will maintain and manage GitLab’s ServiceNow implementation. You'll handle requests from various departments like IT, PeopleOps, Finance, etc., create or update forms, optimize business processes, and generate valuable metrics reports. Your responsibilities include supporting incidents and service requests, troubleshooting issues, overseeing platform health during upgrades, creating documentation, developing dashboards for different teams, and participating in planning and architectural reviews to ensure scalability. GitLab offers a fully remote work environment with flexible benefits including paid time off, equity compensation, home office support, parental leave, and more. We encourage candidates from all backgrounds to apply, even if they don't meet every requirement.
Skills
JavaScriptServiceNow PlatformITIL FrameworkUpgrade Sets
An overview of this role
As an IT Enterprise Applications Administrator for ServiceNow, you will be part of the team that maintains and manages GitLab’s ServiceNow Implementation. You will be helping execute requests coming from various service providing groups within GitLab like IT, PeopleOps, People Tech, Finance, Legal, and others. You will help create new forms or update existing ones, understand business processes and find efficiencies and help report valuable metrics from how we operate within ServiceNow.
What You’ll Do
Provide support for incidents and service requests related to ServiceNow.
Troubleshoot issues submitted by users and determine if a patch is needed or a configuration change.
Oversee platform health, participate in upgrade review and impact assessment of a version upgrade.
Create or update documentation about standard operating procedures related to ServiceNow.
Create and maintain dashboards for various centers of excellence within ServiceNow.
Participate in planning exercises, root cause analysis and/or architectural reviews to determine process and system scalability.
What You’ll Bring
Bachelor’s degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline.
2+ years of experience in a system administration role in ServiceNow.
Subject matter expertise in the ServiceNow Platform (Tables, Forms, Workflows).
Knowledge of the ITIL Framework and how it applies to ServiceNow.
Experience with Upgrade Sets.
Familiarity with Javascript to allow for custom scripting within ServiceNow.
Experience creating reports and dashboards based on industry standard metrics (MTTR, MTTX, MTTA, etc).
About the team
The Enterprise Applications team is responsible for GitLab’s critical business applications including ServiceNow, Salesforce, Zuora, Netsuite and many others. This team will be an important part of GitLab’s ability to scale as an organization. This includes introducing new systems features and capabilities while maintaining the existing production environment for scalability and compliance.
How GitLab will support you
All remote, asynchronous work environment
Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
