Lead Integrations Engineer – Service Management Platforms

Job Description Role Summary

The Lead Integrations Engineer owns design, build, reliability, and lifecycle management of integrations on the client’s Service Management Shared Platform (Service Now). The role ensures resilient, secure, and observable data flows between Service Now and adjacent platforms (ITOM, Sec Ops, 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.

Key Responsibilities Own the end‑to‑end integration lifecycle for Service Now using Integration Hub, Flow Designer, MID Servers, script‑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/Sec Ops), ensuring data quality, reconciliation, and performance at scale. 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 hyper‑care and post‑upgrade validation for integrations during Service Now release cycles. Embed security by design: OAuth2, m TLS, secrets rotation, least‑privilege, data minimization; ensure auditability and adherence to platform governance and risk controls.



Champion OOB‑first and low‑code where feasible; elevate customizations to governance for review. 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. 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 Service Now (Integration Hub, Flow Designer, scripting, 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 Dev Ops/Git, automated regression, Postman/Ready API); strong troubleshooting using logs, metrics, and traces. ITIL v4 foundations; experience with global delivery models and follow‑the‑sun handoffs. Preferred Qualifications / Certifications Service Now certifications: CSA, CAD,



CIS‑ITSM, CIS‑Discovery, Integration Hub. Experience with Azure Integration Services, API gateways, or Mule Soft (beneficial for GIF and enterprise patterns). 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.

Team: Service Management Shared Platform (Global)

Work Type: Full‑time; hybrid/remote within Infosys and client policy

Reports To: Service Now Platform Architect / Service Manager (General)

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. #J-18808-Ljbffr

📌 Servicenow lead integrations engineer (Jalisco)
🏢 Infosys
📍 Jalisco