ServiceNow Lead Integrations Engineer

Infosys; Región Centro; Presencial; MXN 70.000 - 100.000; Jornada completa

Descripción de la vacante

Infosys is seeking a Lead Integrations Engineer based in Mexico, Jalisco, Región Centro, to manage the design and delivery of integrations on the ServiceNow platform. You will lead technical teams, establish integration metrics, and ensure system reliability.

The ideal candidate should have over 6 years of IT experience with a solid understanding of integration engineering and ServiceNow. Additionally, experience in CI/CD processes and troubleshooting is essential to promote efficiency and enhance data flows between platforms.

Formación

• 6+ years of overall IT experience.
• 3+ years in integration engineering with ServiceNow.
• Strong REST/SOAP API engineering skills.
• Experience with Azure DevOps and automated testing.
• ITIL v4 foundations are required.

Responsabilidades

• Manage integration lifecycle for ServiceNow.
• Establish SLOs for availability and performance.
• Embed security in integration design.
• Mentor developers and manage stakeholders.
• Reduce operational toil through automation.

Conocimientos

Integration engineering

ServiceNow

REST/SOAP API engineering

CI/CD

Troubleshooting using logs

Educación

Overall IT experience of 6+ years

Herramientas

Azure DevOps

Postman

ReadyAPI

Descripción del empleo

Lead Integrations Engineer – Service Management Platforms

Role Summary

The Lead Integrations Engineer owns design, build, reliability, and lifecycle management of integrations on the client's Service Management Shared Platform (ServiceNow). The role ensures resilient, secure, and observable data flows between ServiceNow and adjacent platforms (ITOM, SecOps, APM/PPM, NGC, CMDB, GIF, and enterprise systems). You will lead complex integration delivery, reduce operational toil through automation, and provide production support aligned to ITIL practices and platform change cadences (e.g., major releases/upgrades).

Key Responsibilities

Integration Engineering & Delivery

• Own the end‑to‑end integration lifecycle (requirements, design, build, test, deploy, run) for ServiceNow using IntegrationHub/Spokes, Flow Designer, MID Servers, scripted REST/SOAP, webhooks, and message queues; enforce API standards, versioning, and access controls.
• Lead technical delivery for multi‑system integrations (e.g., CMDB/Discovery ITOM/Cloud, incident/event streams, HR/Identity/SecOps), ensuring data quality, reconciliation, and performance at scale.

Platform Reliability, Observability & Support

• Establish SLOs/SLIs for integration availability, latency, throughput, and error budgets; implement monitoring/alerting dashboards and runbooks; drive incident RCA, problem management, and proactive hygiene.
• Coordinate hypercare and post‑upgrade validation for integrations during ServiceNow release cycles.

Security, Compliance & Governance

• Embed security by design: OAuth2, mTLS, secrets rotation, least‑privilege, data minimization; ensure auditability and adherence to platform governance and risk controls.
• Champion OOB‑first and low‑code where feasible; escalate customizations to governance for review.

Stakeholder Management & Ways of Working

• Partner with product/process owners, architects, and territory teams; translate business needs into integration contracts and SLAs.
• Lead a small virtual squad; mentor developers across time zones; contribute to GIF‑aligned standards for integration patterns.

Continuous Improvement

• Reduce manual handoffs via automation (CI/CD, automated testing, canary/feature flags); measure and improve change lead time, deployment frequency, MTTR, and change failure rate.

Required Qualifications

• Overall IT experience of 6+ years.
• 3+ years in integration engineering or platform development with ServiceNow (IntegrationHub/Flow Designer, scripting, business rules, MID); strong REST/SOAP API engineering and authentication patterns (OAuth2/SAML/JWT).
• Proven delivery of production‑grade integrations across ITSM/ITOM/CMDB/Discovery; hands‑on with data reconciliation/Service Graph and IRE.
• CI/CD and test automation (Azure DevOps/Git, automated regression, Postman/ReadyAPI); strong troubleshooting using logs/metrics/traces.
• ITIL v4 foundations; experience with global delivery models and follow‑the‑sun handoffs.

Preferred Qualifications / Certifications

• ServiceNow certifications (CSA, CAD, CIS‑ITSM, CIS‑Discovery, IntegrationHub); ITOM/CMDB/Service Graph exposure.
• Experience with Azure Integration Services, API gateways, or MuleSoft.
• Experience with observability stacks and performance testing at integration boundaries.

Success Measures (12 months)

• ≥99.9% integration availability on critical paths; ≥20% reduction in integration‑related incidents; ≥30% improvement in MTTR.
• Zero Sev‑1/Sev‑2 incidents attributable to integration change defects in two consecutive release cycles.
• Documented runbooks and knowledge articles for all Tier‑0/1 integrations; full coverage of monitoring/alerting and CI/CD pipelines.

Working Practices

• Champion product‑centric delivery, OOB‑first, and secure‑by‑default; maintain architecture and interface catalogues; keep integration code current across platform upgrades; align designs to Global Integration Fabric service patterns.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.