Senior ServiceNow Specialist – Integrator

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

📋 Description

• Manage the design, optimization, and high availability of the ServiceNow platform for a global client.

• Assume responsibility for Level 3 incident and problem management, diagnosing and resolving intricate technical issues that exceed Level 1 & 2 capabilities.

• Conduct comprehensive root cause analysis, implement permanent solutions, and drive ongoing service improvements to avert recurring problems.

• Design, configure, and enhance ServiceNow ITSM modules (such as Incident, Problem, Change, Service Catalog, Knowledge Management) to fulfill process requirements.

• Develop and maintain integrations between ServiceNow and external systems utilizing REST/SOAP APIs, Integration Hub, MID Server, and other relevant technologies.

• Supervise ServiceNow platform health, including version upgrades, patch management, performance tuning, and platform security.

• Assess, plan, and execute configuration changes and enhancements, adhering to strict change management processes and ITIL v4 guidelines.

• Document technical solutions, configuration changes, integration designs, and knowledge base articles for support processes.

⛳️ Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or a related field.

• 8+ years of IT experience, including 5+ years of hands-on ServiceNow development/administration in enterprise ITSM environments.

• Demonstrated success in L2/L3 support or ServiceNow engineering roles, showcasing progressive responsibility.

• Extensive knowledge of ServiceNow platform capabilities.

• Strong understanding of core ITSM modules (Incident, Problem, Change, Request, CMDB) along with hands-on experience in ServiceNow scripting (JavaScript), Flow Designer, Business Rules, Client Scripts, and UI policies.

• Skilled in integrating ServiceNow with other systems through web services (REST, SOAP), APIs, and MID Server technology.

• Experience in managing ServiceNow upgrades, patching, and performance tuning within a production environment.

• Solid understanding of ITIL foundational processes (Incident, Problem, Change, Service Request, Release Management, etc.) and the ability to apply these principles in ServiceNow.

• ITIL v4 Foundation certification (along with ServiceNow certifications) is an asset, reflecting a commitment to service management best practices.

🏝️ Benefits

• Willingness to work in rotational shifts (including nights and weekends).

• Participate in on-call schedules to ensure continuous 24/7 support and high system availability for critical hotel and enterprise operations.

• Operate within a distributed team across multiple time zones.

• Flexibility to coordinate with international teams and adapt to an offshore support model is required.

• Must comply with Atos and client policies, including data security, change management protocols, and standardized ITIL processes to ensure robust service delivery.