About this role
<p><strong>Senior ServiceNow Specialist - Integrator | WFH | Dayshift</strong></p> <p> </p> <p><strong>Role Summary:</strong></p> <p><br>A senior-level ServiceNow specialist responsible for overseeing the <strong>design, optimization, and high-availability</strong> of the ServiceNow platform for a <strong>global client. </strong>This <strong>L3 ServiceNow Engineer / Integrator</strong> serves as the technical escalation point for complex issues, ensuring <strong>advanced ServiceNow configuration, integration development,</strong> and adherence to <strong>ITIL-aligned service management</strong> processes in a managed services/AMS environment.</p> <p> </p> <p><strong>Key Responsibilities:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Advanced Platform Support & Issue Resolution:</strong> Take ownership of <strong>Level 3</strong> incident and problem management, <strong>diagnosing and resolving complex technical issues</strong> beyond Level 1 & 2 capabilities. Perform thorough <strong>root cause analysis</strong>, implement permanent fixes, and drive continuous service improvements to prevent recurring issues.</p> </li> <li style="list-style-type:disc"> <p><strong>ServiceNow Configuration & Customization:</strong> <strong>Design, configure, and enhance</strong> ServiceNow <strong>ITSM modules</strong> (e.g., <strong>Incident, Problem, Change, Service Catalog, Knowledge Management</strong>) to meet process requirements. Develop and maintain <strong>customizations</strong> such as <strong>Business Rules, Client Scripts, UI Policies, Workflows,</strong> and <strong>Integration scripts</strong> ensuring best practices and maintainability.</p> </li> <li style="list-style-type:disc"> <p><strong>Integration Development:</strong> <strong>Build and maintain integrations</strong> between ServiceNow and external systems using <strong>REST/SOAP APIs, Integration Hub, MID Server</strong>, and other relevant technologies. Ensure robust data exchange and synchronization to support client’s interconnected IT landscape, including cloud services and third-party applications.</p> </li> <li style="list-style-type:disc"> <p><strong>Platform Maintenance & Upgrades:</strong> <strong>Oversee ServiceNow platform health</strong>, including version upgrades, patch management, <strong>performance tuning,</strong> and platform security. Ensure high availability and <strong>optimal performance</strong> of ServiceNow in a <strong>24×7 global production environment</strong>.</p> </li> <li style="list-style-type:disc"> <p><strong>Change & Release Governance:</strong> <strong>Evaluate, plan, and implement</strong> configuration changes and enhancements, following strict <strong>change management processes</strong> and <strong>ITIL v4</strong> guidelines. Work with change advisory and governance boards to ensure minimal disruption to operations.</p> </li> <li style="list-style-type:disc"> <p><strong>Stakeholder Collaboration:</strong> <strong>Collaborate closely with L2 support teams, client IT teams, and ServiceNow vendor support (L4) and architects,</strong> 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.</p> </li> <li style="list-style-type:disc"> <p><strong>Documentation & Reporting:</strong> <strong>Document technical solutions,</strong> configuration changes, integration designs, and <strong>knowledge base articles</strong> for support processes. Maintain up-to-date technical and support documentation to facilitate knowledge sharing and ensure compliance with <strong>standardized processes and audit requirements</strong>.</p> </li> </ul> <p style="list-style-type:disc"> </p> <p><strong>Required Skills & Qualifications:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Education & Experience:</strong> Bachelor’s Degree in <strong>Computer Science, Information Technology, or related field</strong>. <strong>8+ years of IT experience</strong>, with <strong>5+ years of hands-on ServiceNow development/administration</strong> in enterprise ITSM environments. Proven track record in <strong>L2/L3 support or ServiceNow engineering</strong> roles, demonstrating progressive responsibility.</p> </li> <li style="list-style-type:disc"> <p><strong>Technical Expertise:</strong> <strong>Deep proficiency in ServiceNow platform</strong> capabilities. Strong knowledge of core <strong>ITSM modules</strong> (Incident, Problem, Change, Request, CMDB) and hands-on experience with <strong>ServiceNow scripting (JavaScript)</strong>, <strong>Flow Designer</strong>, <strong>Business Rules</strong>, <strong>Client Scripts</strong>, and UI policies.</p> </li> <li style="list-style-type:disc"> <p><strong>Integration Skills:</strong> Proficient in <strong>integrating ServiceNow</strong> with other systems using <strong>web services (REST, SOAP)</strong>, <strong>APIs</strong>, and <strong>MID Server</strong> technology. Familiarity with <strong>Integration Hub,</strong> <strong>LDAP,</strong> and SSO/SAML configurations.</p> </li> <li style="list-style-type:disc"> <p><strong>Platform Administration:</strong> <strong>Experience managing ServiceNow upgrades, patching</strong>, and performance tuning in a <strong>production environment</strong>. Knowledge of <strong>system architectures</strong>, data import/export, <strong>CMDB best practices</strong>, and <strong>CSDM (Common Service Data Model)</strong>.</p> </li> <li style="list-style-type:disc"> <p><strong>ITIL & Process Knowledge:</strong> <strong>Strong understanding of ITIL</strong> foundation processes (Incident, Problem, Change, Service Request, Release Management, etc.) and ability to apply these principles within ServiceNow.</p> </li> </ul> <p style="list-style-type:disc"> </p> <p><strong>Preferred Skills (Nice to Have):</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Industry Domain Knowledge:</strong> <strong>Familiarity with hospitality industry processes</strong> or previous experience supporting ITSM in <strong>hotel/travel sector</strong> environments (or similar global enterprises).</p> </li> <li style="list-style-type:disc"> <p><strong>Additional ServiceNow Modules:</strong> Exposure to <strong>ServiceNow ITOM</strong>, <strong>HRSD</strong>, <strong>CSM</strong>, or other advanced modules (for potential future expansion of services).</p> </li> <li style="list-style-type:disc"> <p><strong>DevOps & Automation:</strong> Knowledge of <strong>DevOps practices</strong>, CI/CD, and modern automation tools for integrated <strong>ServiceNow development pipelines</strong> and testing.</p> </li> <li style="list-style-type:disc"> <p><strong>Cloud & Infrastructure:</strong> Understanding of <strong>cloud platforms</strong> (Azure, AWS, etc.) and how ServiceNow integrates with cloud services for enterprise workflows (helpful in a global IT environment).</p> </li> <li style="list-style-type:disc"> <p><strong>ITIL / Process Certifications:</strong> <strong>ITIL v4 Foundation</strong> certification (in addition to ServiceNow certs) is a plus, demonstrating commitment to service management best practices.</p> </li> </ul> <p style="list-style-type:disc"> </p> <p><strong>Experience Level:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Senior Individual Contributor (Level 3 Engineer):</strong> This role is considered a <strong>senior-level position</strong>, typically requiring <strong>7–10 years of relevant IT and ServiceNow experience</strong>. The candidate is expected to have demonstrated increasing responsibilities, technical leadership, and expertise in managing complex ServiceNow issues and implementations.</p> </li> </ul> <p><strong>Certifications:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>ServiceNow Certified System Administrator (CSA)</strong> – <em>required</em></p> </li> <li style="list-style-type:disc"> <p><strong>ServiceNow Certified Application Developer (CAD)</strong> – <em>highly preferred</em> (or equivalent <strong>ServiceNow Implementation Specialist</strong> certification)</p> </li> <li style="list-style-type:disc"> <p><strong>ITIL v4 Foundation</strong> – <em>preferred</em>, indicating familiarity with ITIL-based service management processes.</p> </li> </ul> <p style="list-style-type:disc"> </p> <p><strong>Soft Skills / Behavioral Expectations:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Strong Communication & Stakeholder Management:</strong> Excellent verbal and written <strong>communication skills in English</strong>, with the ability to explain technical issues to non-technical stakeholders and work effectively in a global, cross-cultural environment.</p> </li> <li style="list-style-type:disc"> <p><strong>Analytical & Problem-Solving:</strong> <strong>Proactive troubleshooting</strong> skills with an analytical mindset to drive root cause analysis and innovative solutions for complex issues. <strong>Attention to detail</strong> is critical for maintaining platform stability and data integrity.</p> </li> <li style="list-style-type:disc"> <p><strong>Collaboration & Leadership:</strong> <strong>Team player</strong> who can collaborate across cross-functional teams (development, infrastructure, security) and guide <strong>Level 2 support engineers</strong>. Demonstrated ability to take initiative and lead technical improvements as a trusted <strong>technical consultant</strong>.</p> </li> <li style="list-style-type:disc"> <p><strong>Adaptability & Customer Focus:</strong> <strong>Agile mindset</strong> with the ability to adapt to changing priorities in a dynamic environment. Committed to delivering high-quality service and exceeding client expectations in a <strong>managed services</strong> setting.</p> </li> </ul> <p><strong>Working Conditions:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Global Delivery Model:</strong> Position is based in the <strong>Atos Global Delivery Center (Philippines)</strong>, supporting<strong> global operations</strong> in a <strong>24×7 managed services environment</strong>.</p> </li> <li style="list-style-type:disc"> <p><strong>Shifts & On-Call:</strong> <strong>Willingness to work in rotational shifts (including nights, weekends)</strong> and participate in on-call schedules to ensure continuous <strong>24/7 support</strong> and high system availability for critical hotel/enterprise operations.</p> </li> <li style="list-style-type:disc"> <p><strong>Remote & Collaborative Work:</strong> Operates in a distributed team <strong>across multiple time zones</strong>. Requires flexibility to coordinate with international teams and adapt to an <strong>offshore support model</strong>.</p> </li> <li style="list-style-type:disc"> <p><strong>Process & Security Compliance:</strong> Must abide by <strong>Atos and client policies</strong>, including data security, <strong>change management</strong> protocols, and <strong>standardized ITIL processes</strong> to maintain robust service delivery.</p> </li> </ul> <p style="list-style-type:disc">#LI-PH <br>#LI-PHI<br>#LI-PHE<br> </p>