DTICI_ServiceNow_Service Owner (Integration)_T7

Role Objective 

Own and govern all integration services on the ServiceNow platform, ensuring secure, scalable, and maintainable integrations across internal systems and third-party platforms. This includes overseeing design standards, vendor interfaces, API governance, and supporting platform automation needs through IntegrationHub. 

 

Desirable Skills 

Exposure to Agile/Scrum delivery models 

Experience in integration cost estimation and vendor evaluation 

Understanding of Service Graph Connectors and Certified Spokes 

Familiarity with external orchestration tools or iPaaS platformsTop of Form 

 

Core Responsibilities 

Integration Strategy and Architecture 

Define and maintain ServiceNow integration strategy and roadmap 

Align integration architecture with enterprise integration principles and platform governance 

Lead design reviews and provide architecture oversight for all integrations 

Ensure usage of reusable, low-code integration patterns via IntegrationHub Spokes and Flow Designer 

Platform Integration Ownership 

Own end-to-end lifecycle of integrations across: 

REST, SOAP, JDBC, SFTP 

OAuth2, Basic Auth, API Key–based connections 

Cloud integrations: Azure AD, AWS, Okta, SAP, Workday, JAMF, SCCM, Salesforce, Jira, etc. 

Ensure proper exception handling, timeouts, throttling, and retry mechanisms 

Manage outbound and inbound data interfaces using ServiceNow MID Servers and secure endpoints 

Tools and Technologies 

Expert in: 

IntegrationHub, Flow Designer, Scripted REST APIs 

MID Server setup, configuration, and troubleshooting 

Credential aliasing and connection security 

Use of Data Sources, Transform Maps, Import Sets, Scheduled Jobs 

Familiar with Webhooks, event-driven integrations, External Workflows, and Message Queues 

Governance and Compliance 

Define integration design standards and policies (naming conventions, retry logic, logging, etc.) 

Establish access control guidelines for external system integrations 

Ensure compliance with security, audit, data residency, and data minimization policies 

Document and govern all integrations via a central registry or CMDB mappings 

Reporting and Metrics 

Track key metrics like: 

Number of integrations in production 

Success/failure rates, transaction time, system latency 

Maintain dashboards for integration health and lifecycle 

Collaboration & Communication 

Collaborate with: 

Application teams for data contracts and handshake processes 

Security team for integration risk assessments 

Enterprise architects for alignment with overall integration architecture 

Vendors and product owners for external dependencies 

Conduct: 

Design reviews, impact assessments, change approvals 

Knowledge-sharing sessions for developers and ops