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:
- ServiceNow IntegrationHub
- REST & SOAP APIs
- MID Server configuration and troubleshooting
- Script Includes, Business Rules, Flow Designer
- 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.

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
- Understand client requirements and accountable in ensuring support team is meeting client expectations
- To lead and mentor the project team and ensure transparent communication of project goals.
- Brining new ideas and innovation for process development and overall organizational progress.
- To provide solutions commensurate with the customers’ needs within the ambit of the given workplace so as to lead to business results.

Skill Requirements

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Other Requirements

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