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 3incident 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 v4guidelines. 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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