ServiceNow L3 Support Engineer

ServiceNow L3 Support Engineer -Enterprise Integrations

Experience: 8+ Years

Remote opportunity

Role Overview: Act as the senior technical escalation point for critical platform integrations, ensuring seamless connectivity between ServiceNow and core enterprise systems. This role focuses heavily on maintaining and troubleshooting identity management (SSO, Azure AD), telephony (Genesys), event logging (Monitoring Solutions), eBonding (B2B instance synchronization), and a portfolio of custom API-driven integrations.

Core Responsibilities:

• B2B / eBonding Integrations: Support and troubleshoot bi-directional eBonding integrations between multiple ServiceNow instances or external ITSM/CSM systems. Resolve ticket synchronization failures, data mapping mismatches, and state correlation issues.
• Identity & Access Management (SSO / Azure AD): Resolve complex authentication failures, troubleshoot SAML 2.0/OIDC configurations, and manage user provisioning workflows, role mapping, and token lifecycles between Azure AD and ServiceNow.
• Telephony & CTI (Genesys): Troubleshoot Computer Telephony Integration (CTI) issues, ensuring reliable screen-pops, interaction routing, and call data logging for IT and HR service desks.
• Event Management & Logging (Monitoring Solutions): Maintain bi-directional integrations with enterprise monitoring solutions. Troubleshoot alert-to-incident creation failures, log forwarding issues, and payload parsing errors.
• Custom API Integrations (REST & SOAP): Diagnose and resolve L3 defects in inbound and outbound custom integrations. Debug Scripted REST APIs, handle complex JSON/XML payload transformations, and optimize endpoint performance.
• Workflow Automation (Flow Designer): Support and troubleshoot IntegrationHub flows, Data Stream actions, and custom spokes, ensuring automated processes trigger and complete reliably.
• On-Premise Connectivity (MID Server): Manage the health, scaling, and upgrading of the MID Server infrastructure. Troubleshoot the ECC (External Communication Channel) queue to resolve stuck probes, sensors, and delayed on-premise data syncs.
• Collaborate with network, security, and external application teams to trace connectivity issues across firewalls, proxies, and load balancers, while also managing core platform administration and Access Control Lists (ACLs).

Technical & Domain Expertise:

• ServiceNow Integration Core: Deep expertise in IntegrationHub, server-side scripting (GlideRecord, Script Includes), REST Message v2, SOAP Message v2, and eBonding architectures.
• IAM & Security: Hands-on experience troubleshooting Single Sign-On (SSO), SAML, OAuth 2.0, Mutual Authentication, and Azure Active Directory integrations.
• Telephony/CTI: Familiarity with Genesys Cloud or Genesys Engage integrations within the ServiceNow workspace.
• Data Handling: Advanced capability in parsing, transforming, and mapping data payloads (JSON, XML) using robust error-handling best practices.

Certifications:

• Mandatory: ServiceNow Certified System Administrator (CSA)
• Preferred: ServiceNow Certified Application Developer (CAD), ServiceNow Micro-Certifications in IntegrationHub, Flow Designer, and REST Integrations.