Servicenow ITSM Integration

Job Description: 

We are looking for an experienced ServiceNow ITSM Integration Consultant to design, develop, and support integrations between ServiceNow and enterprise applications. The ideal candidate should possess strong expertise in ServiceNow ITSM modules, IntegrationHub, REST/SOAP APIs, and automation capabilities to deliver scalable enterprise solutions. ServiceNow integration specialists are typically expected to combine ITSM process knowledge with strong API and workflow integration skills.

Key Responsibilities

• Design, develop, and maintain integrations between ServiceNow and external applications.
• Configure and support ITSM modules:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
  • Knowledge Management
  • Service Catalog
• Build inbound and outbound integrations using:
  • REST APIs
  • SOAP Web Services
  • Scripted REST APIs
  • IntegrationHub
  • Flow Designer
• Develop reusable integration components and automate business processes.
• Configure MID Server for on-premise integrations when required.
• Work closely with business stakeholders to gather requirements and translate them into technical solutions.
• Troubleshoot integration failures and perform root cause analysis (RCA).
• Create technical design documents and maintain integration documentation.
• Support deployments across Dev, QA, UAT, and Production environments.
• Participate in platform upgrades and release activities. ServiceNow integration roles commonly include these responsibilities in enterprise implementations.

Required Technical Skills

ServiceNow Modules

• ITSM
• Service Catalog
• Knowledge Management
• CMDB (Good to have)

Integration Technologies

• REST APIs
• SOAP APIs
• Scripted REST APIs
• IntegrationHub
• Flow Designer
• MID Server

Development Skills

• JavaScript
• Glide API
• Business Rules
• Script Includes
• Client Scripts
• UI Policies
• ACLs
• Scheduled Jobs

External System Integrations (Good to Have)

Experience integrating ServiceNow with:

• Azure AD
• Okta
• Salesforce
• SAP
• Jira
• Workday
• MuleSoft
• Monitoring tools (SCOM, Dynatrace, Splunk, etc.) Enterprise integration projects often involve these platforms.

Mandatory Requirements

• 4+ years of ServiceNow development experience.
• 3+ years of ServiceNow ITSM implementation experience.
• Hands-on experience with IntegrationHub and REST/SOAP integrations.
• Strong understanding of ITIL processes.
• Experience with ServiceNow SDLC and release management.
• Excellent troubleshooting and communication skills.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow CIS - ITSM
• ITIL Foundation Certification

Nice to Have

• Experience with HRSD, CSM, ITOM, or CMDB.
• Experience working in Agile/Scrum environments.
• Exposure to CI/CD pipelines and DevOps tools.