Track Manager (Support & Operations)
HCL Technologies
Operations, Customer Service
Job Summary
The ServiceNow Integration Specialist – L3 will be responsible for designing, developing, supporting, and optimizing complex integrations between ServiceNow and external systems. This is a senior-level role requiring deep technical expertise in ServiceNow integration technologies, strong troubleshooting capabilities, and the ability to guide L1/L2 teams while working closely with architects, platform owners, and business stakeholders.
Key Responsibilities
Integration Design & Development
· Design, develop, and maintain complex inbound and outbound integrations between ServiceNow and third-party systems (ERP, HR, Monitoring, Cloud, Identity, etc.).
· Build integrations using REST, SOAP, MID Server, IntegrationHub (Spokes & Actions), Scripted APIs, Web Services, and Event-based integrations.
· Create and manage custom integration frameworks aligned with enterprise architecture standards.
· Handle data transformation, mapping, and reconciliation across systems.
Platform & Technical Leadership
· Act as L3 support for integration-related incidents, problems, and escalations.
· Perform root cause analysis (RCA) for complex production issues and implement permanent fixes.
· Review and optimize existing integrations for performance, scalability, and security.
· Provide technical guidance and mentoring to L1/L2 support teams and junior developers.
Governance, Security & Best Practices
· Ensure integrations comply with ServiceNow best practices, security standards, and data privacy requirements.
· Implement authentication mechanisms such as OAuth 2.0, Basic Auth, JWT, Mutual TLS, etc.
· Participate in code reviews, solution design discussions, and architecture governance forums.
· Maintain technical documentation, integration diagrams, and operational runbooks.
Stakeholder Collaboration
· Work closely with ServiceNow Architects, Product Owners, Business Analysts, and external vendors.
· Translate business requirements into robust integration solutions.
· Support release planning, regression testing, and deployment activities.
Skill Requirements
ServiceNow Technical Skills
· 8–10 years of IT experience with 5+ years on ServiceNow platform.
· Strong hands-on experience with:
o ServiceNow IntegrationHub
o REST & SOAP APIs
o MID Server configuration and troubleshooting
o Script Includes, Business Rules, Flow Designer
o Transform Maps, Import Sets
· Experience integrating ServiceNow with ERP (SAP/Oracle), HR systems, Monitoring tools, AD/LDAP, Cloud platforms.
Programming & Technical Knowledge
· Proficiency in JavaScript (server-side scripting).
· Strong understanding of HTTP/HTTPS, JSON, XML, OAuth, and integration patterns.
· Knowledge of ITSM, ITOM, ITAM, HRSD, or CSM modules is a plus.
Troubleshooting & Support
· Proven ability to debug complex integration failures, performance issues, and data inconsistencies.
· Experience working in ITIL-based support environments.
Other Requirements
· ServiceNow Certified Integration Specialist (preferred)
· CSA / CIS certifications are an added advantage
· Experience in large enterprise or global ServiceNow implementations
· Exposure to DevOps, CI/CD pipelines, and version control (Git)
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
Industry-benchmarked compensation
Best-in-class healthcare benefits
Personal time off
Maternity and paternity benefits
Access to skills / higher education programs/resources
Discounts on products and services via Benefit Box
Participate in CSR programs and live life with a purpose
Opportunities to grow and advance your career
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
