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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

• Benefits to support your health, finances, and well-being

• All remote, asynchronous work environment

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and Development Fund

• Parental leave

• Home office support

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.