Track Manager (Support & Operations)

Job Title: ServiceNow Integration Specialist L3

Experience: 810 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 seniorlevel 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 thirdparty 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

• 810 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)

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 customersâ needs within the ambit of the given environment so as to lead to business results.

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