ServiceNow Integration Specialist

Role & responsibilities

• Design, develop, and maintain bi-directional integrations between ServiceNow and external platforms such as ManageEngine ServiceDesk Plus, Zoho Desk, and Freshdesk.
• Gather business and technical requirements, define field mappings, status mappings, sync triggers, and ownership rules.
• Develop inbound integrations using Scripted REST APIs, Import Sets, and Transform Maps.
• Build outbound integrations using REST Messages, Business Rules, IntegrationHub, and Flow Designer.
• Configure secure authentication mechanisms including OAuth 2.0, API Keys, and Basic Authentication.
• Implement synchronization of tickets, requests, changes, comments, work notes, and attachments.
• Develop robust error handling, monitoring, retry mechanisms, and logging solutions.
• Configure and support MID Servers for on-premise integrations.
• Prepare technical design documents, interface specifications, mapping sheets, and deployment documentation.
• Support SIT, UAT, production deployments, and post-go-live stabilization activities.
• Troubleshoot integration issues and ensure adherence to agreed SLAs.

Good-to-have skills

• Integrations with other service desk tools such as SymphonyAI SummitAI, Jira Service Management, BMC Remedy or Ivanti
• eBonding / ServiceNow-to-ServiceNow integrations
• Middleware exposure: MuleSoft, Dell Boomi, Azure Logic Apps or Workato
• Event-driven patterns: webhooks, message queues, Kafka or ServiceNow Stream Connect
• Scoped application development and ATF test suites for integration regression
• ITOM basics: Discovery, CMDB, Service Graph Connectors
• Experience in BFSI or insurance client environments with audit and data-privacy controls