ServiceNow IntegrationsConsultant (Pune)

Job Summary

We are seeking an experienced ServiceNow Integrations L3 Consultant responsible for providing advanced support, administration, enhancement, and integration services across the ServiceNow platform. The role involves managing complex integrations between ServiceNow and enterprise applications, troubleshooting production issues, driving root cause analysis, and supporting platform enhancements in a global ITSM setting.

Key Responsibilities

L3 Support & Incident Management

• Provide L3 production support for ServiceNow integrations and platform services.
• Analyze and resolve complex incidents, integration failures, and performance issues.
• Perform Root Cause Analysis (RCA) and implement permanent corrective actions.
• Support Problem, Incident, Change, and Release Management processes.
• Ensure SLA compliance for critical support tickets.

ServiceNow Integration Management

• Design, develop, configure, and support integrations using:
• Integration Hub
• REST APIs
• SOAP Web Services
• MID Server
• JDBC/LDAP Integrations
• Email Integrations
• Support integrations between ServiceNow and:
• Azure AD / Active Directory
• SAP
• Salesforce
• Workday
• Monitoring Tools
• Middleware Platforms (Boomi, MuleSoft, Axway)
• Troubleshoot interface connectivity, authentication, and data synchronization issues.

Platform Enhancements & Administration

• Configure ServiceNow workflows, Flow Designer, Business Rules, Script Includes, UI Policies, and Client Scripts.
• Support platform upgrades, patches, and release deployments.
• Manage instance cloning, migration activities, and environment refreshes.
• Perform performance optimization and platform health checks.

Stakeholder & Vendor Management

• Work closely with business teams, architects, infrastructure teams, and vendors.
• Participate in design reviews and impact assessments.
• Provide SME guidance to L1/L2 support teams.
• Maintain technical documentation, SOPs, and knowledge articles.

Mandatory Technical Skills

ServiceNow

• ITSM
• CMDB
• Service Catalog
• Incident, Problem & Change Management
• Integration Hub
• Flow Designer
• Discovery
• MID Server

Integration Technologies

• REST APIs
• SOAP Web Services
• JSON/XML
• OAuth, SAML, JWT
• Webhooks
• API Management .