Senior ServiceNow Specialist - Integrator | WFH | Dayshift

Senior ServiceNow Specialist - Integrator | WFH | Dayshift

Role Summary:

A senior-level ServiceNow specialist responsible for overseeing the design, optimization, and high-availability of the ServiceNow platform for a global client. This L3 ServiceNow Engineer / Integrator serves as the technical escalation point for complex issues, ensuring advanced ServiceNow configuration, integration development, and adherence to ITIL-aligned service management processes in a managed services/AMS environment.

Key Responsibilities:

• Advanced Platform Support & Issue Resolution: Take ownership of Level 3 incident and problem management, diagnosing and resolving complex technical issues beyond Level 1 & 2 capabilities. Perform thorough root cause analysis, implement permanent fixes, and drive continuous service improvements to prevent recurring issues.

• ServiceNow Configuration & Customization: Design, configure, and enhance ServiceNow ITSM modules (e.g., Incident, Problem, Change, Service Catalog, Knowledge Management) to meet process requirements. Develop and maintain customizations such as Business Rules, Client Scripts, UI Policies, Workflows, and Integration scripts ensuring best practices and maintainability.

• Integration Development: Build and maintain integrations between ServiceNow and external systems using REST/SOAP APIs, Integration Hub, MID Server, and other relevant technologies. Ensure robust data exchange and synchronization to support client’s interconnected IT landscape, including cloud services and third-party applications.

• Platform Maintenance & Upgrades: Oversee ServiceNow platform health, including version upgrades, patch management, performance tuning, and platform security. Ensure high availability and optimal performance of ServiceNow in a 24×7 global production environment.

• Change & Release Governance: Evaluate, plan, and implement configuration changes and enhancements, following strict change management processes and ITIL v4 guidelines. Work with change advisory and governance boards to ensure minimal disruption to operations.

• Stakeholder Collaboration: Collaborate closely with L2 support teams, client IT teams, and ServiceNow vendor support (L4) and architects, to coordinate complex issue resolutions and platform architecture decisions. Provide guidance and mentorship to junior engineers or L2 staff, ensuring knowledge transfer and capability development.

• Documentation & Reporting: Document technical solutions, configuration changes, integration designs, and knowledge base articles for support processes. Maintain up-to-date technical and support documentation to facilitate knowledge sharing and ensure compliance with standardized processes and audit requirements.

Required Skills & Qualifications:

• Education & Experience: Bachelor’s Degree in Computer Science, Information Technology, or related field. 8+ years of IT experience, with 5+ years of hands-on ServiceNow development/administration in enterprise ITSM environments. Proven track record in L2/L3 support or ServiceNow engineering roles, demonstrating progressive responsibility.

• Technical Expertise: Deep proficiency in ServiceNow platform capabilities. Strong knowledge of core ITSM modules (Incident, Problem, Change, Request, CMDB) and hands-on experience with ServiceNow scripting (JavaScript), Flow Designer, Business Rules, Client Scripts, and UI policies.

• Integration Skills: Proficient in integrating ServiceNow with other systems using web services (REST, SOAP), APIs, and MID Server technology. Familiarity with Integration Hub, LDAP, and SSO/SAML configurations.

• Platform Administration: Experience managing ServiceNow upgrades, patching, and performance tuning in a production environment. Knowledge of system architectures, data import/export, CMDB best practices, and CSDM (Common Service Data Model).

• ITIL & Process Knowledge: Strong understanding of ITIL foundation processes (Incident, Problem, Change, Service Request, Release Management, etc.) and ability to apply these principles within ServiceNow.

Preferred Skills (Nice to Have):

• Industry Domain Knowledge: Familiarity with hospitality industry processes or previous experience supporting ITSM in hotel/travel sector environments (or similar global enterprises).

• Additional ServiceNow Modules: Exposure to ServiceNow ITOM, HRSD, CSM, or other advanced modules (for potential future expansion of services).

• DevOps & Automation: Knowledge of DevOps practices, CI/CD, and modern automation tools for integrated ServiceNow development pipelines and testing.

• Cloud & Infrastructure: Understanding of cloud platforms (Azure, AWS, etc.) and how ServiceNow integrates with cloud services for enterprise workflows (helpful in a global IT environment).

• ITIL / Process Certifications: ITIL v4 Foundation certification (in addition to ServiceNow certs) is a plus, demonstrating commitment to service management best practices.

Experience Level:

• Senior Individual Contributor (Level 3 Engineer): This role is considered a senior-level position, typically requiring 7–10 years of relevant IT and ServiceNow experience. The candidate is expected to have demonstrated increasing responsibilities, technical leadership, and expertise in managing complex ServiceNow issues and implementations.

Certifications:

• ServiceNow Certified System Administrator (CSA) – required

• ServiceNow Certified Application Developer (CAD) – highly preferred (or equivalent ServiceNow Implementation Specialist certification)

• ITIL v4 Foundation – preferred, indicating familiarity with ITIL-based service management processes.

Soft Skills / Behavioral Expectations:

• Strong Communication & Stakeholder Management: Excellent verbal and written communication skills in English, with the ability to explain technical issues to non-technical stakeholders and work effectively in a global, cross-cultural environment.

• Analytical & Problem-Solving: Proactive troubleshooting skills with an analytical mindset to drive root cause analysis and innovative solutions for complex issues. Attention to detail is critical for maintaining platform stability and data integrity.

• Collaboration & Leadership: Team player who can collaborate across cross-functional teams (development, infrastructure, security) and guide Level 2 support engineers. Demonstrated ability to take initiative and lead technical improvements as a trusted technical consultant.

• Adaptability & Customer Focus: Agile mindset with the ability to adapt to changing priorities in a dynamic environment. Committed to delivering high-quality service and exceeding client expectations in a managed services setting.

Working Conditions:

• Global Delivery Model: Position is based in the Atos Global Delivery Center (Philippines), supporting global operations in a 24×7 managed services environment.

• Shifts & On-Call: Willingness to work in rotational shifts (including nights, weekends) and participate in on-call schedules to ensure continuous 24/7 support and high system availability for critical hotel/enterprise operations.

• Remote & Collaborative Work: Operates in a distributed team across multiple time zones. Requires flexibility to coordinate with international teams and adapt to an offshore support model.

• Process & Security Compliance: Must abide by Atos and client policies, including data security, change management protocols, and standardized ITIL processes to maintain robust service delivery.

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