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): Thi