ServiceNow Lead Integrations Engineer

Lead Integrations Engineer – Service Management Platforms

Job Description

Role Summary

The Lead Integrations Engineer owns design, build, reliability, and lifecycle management of integrations on client's Service Management Shared Platform (ServiceNow).

Key Responsibilities

Integration Engineering & Delivery

Platform Reliability, Observability & Support

Security, Compliance & Governance

Stakeholder Management & Ways of Working

Continuous Improvement

Qualifications

Impact if not fulfilled: ServiceNow integrations supporting global ITSM/ITOM and CMDB/Discovery will face reliability and support gaps, increasing incidents, MTTR, and upgrade-related risks. Remaining staff would carry unsustainable load, risking SLA breaches and platform instability.

Rationale for Low-Cost Region Sourcing: Access to mature ServiceNow integration talent at a lower blended rate, enabling follow-the-sun support and leveraging established offshore teams.

Additional Comments: Straight backfill aligned to WD 238761WD; prompt replacement protects ongoing release cycles and Global Integration Fabric alignment.

Team: Service Management Shared Platform (Global)

Work Type: Full‑time; hybrid/remote within Infosys and client policy

Reports To: ServiceNow Platform Architect / Service Manager (Global)

Role Summary

The Lead Integrations Engineer owns design, build, reliability, and lifecycle management of integrations on client's Service Management Shared Platform (ServiceNow). The role ensures resilient, secure, and observable data flows between ServiceNow and adjacent platforms (ITOM, SecOps, APM/PPM, NGC, CMDB, GIF, and enterprise systems). You will lead complex integration delivery, reduce operational toil through automation, and provide production support aligned to ITIL practices and platform change cadences (e.g., major releases/upgrades).

Key Responsibilities

Integration Engineering & Delivery

Own the end‑to‑end integration lifecycle (requirements, design, build, test, deploy, run) for ServiceNow using IntegrationHub/Spokes, Flow Designer, MID Servers, scripted REST/SOAP, webhooks, and message queues; enforce API standards, versioning, and access controls.

Lead technical delivery for multi‑system integrations (e.g., CMDB/Discovery ITOM/Cloud, incident/event streams, HR/Identity/SecOps), ensuring data quality, reconciliation, and performance at scale.

Platform Reliability, Observability & Support

Establish SLOs/SLIs for integration availability, latency, throughput, and error budgets; implement monitoring/alerting dashboards and runbooks; drive incident RCA, problem management, and proactive hygiene.

Coordinate hypercare and post‑upgrade validation for integrations during ServiceNow release cycles

Security, Compliance & Governance

Embed security by design: OAuth2, mTLS, secrets rotation, least‑privilege, data minimization; ensure auditability and adherence to platform governance and risk controls.

Champion OOB‑first and low‑code where feasible; escalate customizations to governance for review.

Stakeholder Management & Ways of Working

Partner with product/process owners, architects, and territory teams; translate business needs into integration contracts and SLAs.

Lead a small virtual squad; mentor developers across time zones; contribute to GIF‑aligned standards for integration patterns.

Continuous Improvement

Reduce manual handoffs via automation (CI/CD, automated testing, canary/feature flags); measure and improve change lead time, deployment frequency, MTTR, and change failure rate.

Required Qualifications

Overall IT experience of 6+ years

3+ years in integration engineering or platform development with ServiceNow (IntegrationHub/Flow Designer, scripting, business rules, MID); strong REST/SOAP API engineering and authentication patterns (OAuth2/SAML/JWT).

Proven delivery of production‑grade integrations across ITSM/ITOM/CMDB/Discovery; hands‑on with data reconciliation/Service Graph and IRE.

CI/CD and test automation (Azure DevOps/Git, automated regression, Postman/ReadyAPI); strong troubleshooting using logs/metrics/traces.

ITIL v4 foundations; experience with global delivery models and follow‑the‑sun handoffs.

Preferred Qualifications / Certifications

ServiceNow: CSA, CAD, CIS‑ITSM, CIS‑Discovery, IntegrationHub; ITOM/CMDB/Service Graph exposure. (Aligned to baseline JD’s certification list.)

Experience with Azure Integration Services, API gateways, or MuleSoft (beneficial for GIF and enterprise patterns).

Experience with observability stacks and performance testing at integration boundaries.

Success Measures (12 months)

99.9% integration availability on critical paths; 20% reduction in integration‑related incidents;

30% improvement in MTTR.

Zero Sev‑1/Sev‑2 incidents attributable to integration change defects in two consecutive release cycles.

Documented runbooks and knowledge articles for all Tier‑0/1 integrations; full coverage of monitoring/alerting and CI/CD pipelines.

Working Practices

Champion product‑centric delivery, OOB‑first, and secure‑by‑default; maintain architecture and interface catalogues; keep integration code current across platform upgrades; align designs to Global Integration Fabric service patterns.