Integrations Analyst – ServiceNow, ITSM

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Engineering and delivery of integrations.

• Oversee the complete integration lifecycle, including requirements gathering, design, development, testing, deployment, and operational management utilizing IntegrationHub / Spokes, Flow Designer, MID Servers, REST/SOAP APIs, Webhooks, and message queues.

• Ensure adherence to API standards, manage versioning, and control access.

• Lead integrations across various systems, guaranteeing data quality, reconciliation, scalability, performance, reliability, observability, and support.

• Define and oversee Service Level Objectives (SLOs) and Service Level Indicators (SLIs) pertaining to availability, latency, throughput, and error rates.

• Implement monitoring solutions, alerts, dashboards, and runbooks.

• Perform incident root cause analysis (RCA), problem management, and drive continuous improvement initiatives.

• Coordinate hypercare and post-upgrade validation during ServiceNow releases, along with security, compliance, and governance tasks.

• Apply security-by-design principles, such as OAuth2, mTLS, secret rotation, least privilege, and data minimization.

• Ensure compliance and auditability with governance and risk management controls.

• Advocate for an out-of-the-box (OOB) and low-code-first strategy where feasible, engaging stakeholders and establishing a collaborative working model.

• Collaborate with Product Owners, Architects, and global teams.

• Convert business requirements into integration contracts and Service Level Agreements (SLAs); lead a virtual team and mentor developers across different time zones.

⛳️ Requirements

• Proven experience in integration engineering or platform development using ServiceNow.

• Hands-on proficiency with IntegrationHub / Flow Designer, scripting, business rules, and MID Servers.

• Extensive experience with REST/SOAP APIs, authentication methods (OAuth2, SAML, JWT), ITSM/ITOM, CMDB/Discovery, and Service Graph/IRE.

• Familiarity with CI/CD practices (Azure DevOps, Git), automated testing, and tools like Postman / ReadyAPI.

• Strong troubleshooting abilities utilizing logs, metrics, and traces.

• Knowledge of ITIL v4 practices.

• Experience working within global delivery models (follow-the-sun approach).

• (Preferred) ServiceNow certifications: CSA, CAD, CIS-ITSM, CIS-Discovery, IntegrationHub.

• (Preferred) Familiarity with Azure Integration Services, API Gateways, MuleSoft, observability tools, and performance testing frameworks.

🏝️ Benefits

• Health insurance

• Dental insurance

• Meal allowance

• Commuting allowance

• Cultural voucher / cultural allowance

• Education allowance

• Life insurance

• Mental health and wellbeing program

• Childcare assistance

• Partner discounts