Technical Support Engineer - Integrations & Automations

Summary

Join ServiceNow as a skilled ServiceNow platform integration and automation support specialist. You will play a critical role in troubleshooting integrations, diagnosing complex issues related to data flows and API integrations (REST and SOAP), and supporting the Configuration Management Database (CMDB). Your responsibilities include ensuring CMDB data accuracy and troubleshooting related issues. You will maintain seamless connectivity between ServiceNow and other systems, optimize operations through automation, and support IT service management. This position requires extensive experience in ITSM, ITIL, CMDB frameworks, web services, relational databases, and data extraction technologies. Strong JavaScript development skills and knowledge of networking concepts are essential. Excellent communication and problem-solving skills are also required.

Requirements

• Solid understanding of ITSM, ITIL, and CMDB frameworks
• Skilled in web services development and consumption (SOAP, REST)
• Proficient with relational databases such as MySQL and Oracle
• Experienced with data extraction technologies including JDBC and ODBC
• Developed bi-directional, automated integrations between multiple systems
• Extensive hands-on experience developing real-world applications using JavaScript
• Ability to read and understand Java and JavaScript code
• Strong knowledge of networking concepts and operating systems (Windows/Linux)
• Proven track record in troubleshooting complex technical issues effectively
• Excellent written and verbal communication skills, capable of clearly articulating complex technical solutions
• Skilled at understanding and explaining intricate technical processes to diverse audiences
• Strong commitment to quality and customer service
• Effective team player with the ability to work independently
• Maintains professionalism when handling challenging user issues
• Excellent time management skills and flexibility to work day, evening, night shifts, and weekends as needed

Responsibilities

• Support and troubleshoot integrations and automation within the ServiceNow platform
• Diagnose and resolve complex issues related to inbound and outbound data flows, API integrations (such as REST and SOAP), and workflow automation that streamline business processes
• Support the Configuration Management Database (CMDB), ensuring the accuracy, completeness, and integrity of configuration item (CI) data
• Troubleshoot issues related to CMDB data and its integrations with other IT systems, helping maintain a reliable single source of truth for IT infrastructure
• Enable seamless connectivity between ServiceNow and other enterprise systems, optimize operations through efficient automation, and support IT service management by maintaining accurate asset and relationship mapping within the platform

Preferred Qualifications

Experience in customer-facing technical support roles