Agent-Tool Integr. Engr

Job Summary The Agent Tool Integration Engineer will design and optimize integrations across ServiceNow ITSM and Zenoss platforms to support hybrid operations for a multinational environment. The role focuses on building reliable monitoring and workflow solutions that improve service quality enhance incident visibility and streamline Finance and Accounting processes through robust automation and observability. Responsibilities Design and implement scalable integrations between ServiceNow ITSM and Zenoss platforms to ensure accurate event correlation and efficient incident workflows Configure ServiceNow ITSM modules to automate incident request and change processes while maintaining alignment with enterprise service management standards Develop monitoring views and dashboards in Zenoss to provide clear visibility into infrastructure health and critical business services for operations teams Optimize alerting rules in Zenoss to reduce noise and ensure that only actionable and prioritized events are routed into ServiceNow ITSM queues Collaborate with cross functional teams to understand integration requirements and translate them into stable technical solutions using ServiceNow and Zenoss capabilities Create and maintain detailed technical documentation for integration designs configuration baselines runbooks and operational procedures to support ongoing maintenance Troubleshoot and resolve complex integration issues across ServiceNow ITSM Zenoss Cloud and Zenoss deployments while minimizing impact on business services Implement robust data validation and transformation logic to ensure that events configuration items and service data are consistently synchronized between platforms Enhance automation workflows to support Finance and Accounting processes by enabling faster incident resolution and improved service reporting for financial systems Perform impact analysis and regression testing for integration changes to safeguard production environments and maintain high platform reliability in the hybrid work model Coordinate with security and compliance stakeholders to ensure that integration configurations adhere to enterprise governance policies and audit requirements Mentor junior team members on best practices in tool integration event management and configuration management to strengthen overall team capability Continuously identify opportunities to improve monitoring coverage workflow efficiency and user experience through incremental enhancements in ServiceNow ITSM and Zenoss solutions Qualifications Apply professional experience of six to ten years in enterprise tool integration with a primary focus on ServiceNow ITSM and large scale monitoring platforms Demonstrate hands on expertise in configuring ServiceNow ITSM processes including incident problem change and request management to support global operations Utilize advanced knowledge of Zenoss Cloud to design service models configure event classes and build dashboards tailored to critical infrastructure components Leverage practical experience with Zenoss to implement reliable monitoring of applications databases and network elements with accurate thresholds and event lifecycles Employ understanding of Finance and Accounting domain processes as a valuable asset to tailor monitoring and incident workflows for financial applications and related services Operate efficiently within a hybrid work model by using collaboration tools clear documentation and structured handover practices to coordinate with distributed teams Communicate effectively with technical and business stakeholders to explain integration changes articulate risks and propose mitigation options that protect business outcomes Certifications Required ServiceNow Certified System Administrator and ITSM Implementation Specialist or equivalent monitoring platform certification