Track Manager (Support & Operations)

Experience: 8 to 10 years

Location: Chennai, India

Skills: ServiceNow, IntegrationHub, REST, SOAP, MID Server, Scripted APIs, Web Services, Event-based integrations, JavaScript, HTTP, HTTPS, JSON, XML, OAuth, ITSM, ITOM, ITAM, HRSD, CSM, ITIL, ServiceNow Certified Integration Specialist, CSA, CIS, DevOps, CI/CD, Git

Job 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.

Skill Requirements
ServiceNow Technical Skills
• 8–10 years of IT experience with 5+ years on ServiceNow platform.
• Solid hands-on experience with:
o ServiceNow IntegrationHub
o REST & SOAP APIs
o MID Server configuration and troubleshooting
o Script Includes, Business Rules, Flow Designer
o Transform Maps, Import Sets
• 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.

Other Requirements
• 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)

📌 Track Manager (Support & Operations) (Chennai)
🏢 HCL Technologies
📍 Chennai