Job Description

Job Summary

ServiceNow Integration Specialist – L3

Job Title: ServiceNow Integration Specialist – L3

Experience: 8–10 Years

Location: Mumbai / Hybrid (as applicable)

Role Summary

The ServiceNow Integration Specialist – L3 will be responsible for designing, developing, supporting, and optimizing complex integrations between ServiceNow and external systems. This is a senior‑level role requiring deep technical expertise in ServiceNow integration technologies, strong troubleshooting capabilities, and the ability to guide L1/L2 teams while working closely with architects, platform owners, and business stakeholders.

Key Responsibilities

Integration Design & Development

• Design, develop, and maintain complex inbound and outbound integrations between ServiceNow and third‑party systems (ERP, HR, Monitoring, Cloud, Identity, etc.).
• Build integrations using REST, SOAP, MID Server, IntegrationHub (Spokes & Actions), Scripted APIs, Web Services, and Event-based integrations.
• Create and manage custom integration frameworks aligned with enterprise architecture standards.
• Handle data transformation, mapping, and reconciliation across systems.

Platform & Technical Leadership

• Act as L3 support for integration-related incidents, problems, and escalations.
• Perform root cause analysis (RCA) for complex production issues and implement permanent fixes.
• Review and optimize existing integrations for performance, scalability, and security.
• Provide technical guidance and mentoring to L1/L2 support teams and junior developers.

Governance, Security & Best Practices

• Ensure integrations comply with ServiceNow best practices, security standards, and data privacy requirements.
• Implement authentication mechanisms such as OAuth 2.0, Basic Auth, JWT, Mutual TLS, etc.
• Participate in code reviews, solution design discussions, and architecture governance forums.
• Maintain technical documentation, integration diagrams, and operational runbooks.

Stakeholder Collaboration

• Work closely with ServiceNow Architects, Product Owners, Business Analysts, and external vendors.
• Translate business requirements into robust integration solutions.
• Support release planning, regression testing, and deployment activities.

Required Skills & Qualifications

ServiceNow Technical Skills

• 8–10 years of IT experience with 5+ years on ServiceNow platform.
• Strong hands-on experience with:
• Experience integrating ServiceNow with ERP (SAP/Oracle), HR systems, Monitoring tools, AD/LDAP, Cloud platforms.

Programming & Technical Knowledge

• Proficiency in JavaScript (server-side scripting).
• Strong understanding of HTTP/HTTPS, JSON, XML, OAuth, and integration patterns.
• Knowledge of ITSM, ITOM, ITAM, HRSD, or CSM modules is a plus.

Troubleshooting & Support

• Proven ability to debug complex integration failures, performance issues, and data inconsistencies.
• Experience working in ITIL-based support environments.

Preferred Qualifications

• ServiceNow Certified Integration Specialist (preferred)
• CSA / CIS certifications are an added advantage
• Experience in large enterprise or global ServiceNow implementations
• Exposure to DevOps, CI/CD pipelines, and version control (Git)

Key Responsibilities

1. Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning
2. Understand client requirements and accountable in ensuring support team is meeting client expectations
3. To lead and mentor the project team and ensure transparent communication of project goals.
4. Brining new ideas and innovation for process development and overall organizational progress.
5. To provide solutions commensurate with the customers’ needs within the ambit of the given environment so as to lead to business results.

Skill Requirements

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Other Requirements

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