Integrations Analyst – IT Service Management (ITSM)

JOB DESCRIPTION The Integrations Analyst – ITSM is responsible for designing, developing, supporting, and continuously improving integrations across the organization's IT Service Management (ITSM) ecosystem. This role plays a critical part in ensuring seamless connectivity between Amazon Connect, ServiceNow, AWS services, APIs, and other enterprise applications that support global Service Desk operations. The analyst partners closely with Service Desk Operations, Infrastructure, Cloud Engineering, Software Development, and business stakeholders to implement scalable integration solutions, automate workflows, improve customer experience, and maintain high system availability. This position combines software development, cloud technologies, and ITSM expertise to deliver reliable, secure, and efficient integration services across the enterprise. Key Responsibilities Design, develop, maintain, and troubleshoot integrations between Amazon Connect, ServiceNow, AWS services, and enterprise applications. Configure and optimize Amazon Connect components, including contact flows, IVR, routing profiles, queues, prompts, and Lambda integrations. Develop, maintain, and enhance AWS Lambda functions using Python to automate workflows and business processes. Build and support RESTful API integrations utilizing JSON, web services, authentication mechanisms, and event-driven architectures. Collaborate with business stakeholders to gather requirements, design technical solutions, and deliver scalable integrations aligned with business objectives. Monitor integration performance, troubleshoot production issues, perform root cause analysis, and implement corrective actions. Maintain integration architecture documentation, technical specifications, operational procedures, and knowledge base articles. Provide Tier 2 and Tier 3 support for integration-related incidents, service requests, and production issues. Partner with Cloud Engineering, Infrastructure, Networking, Security, and Software Engineering teams to ensure secure and reliable integrations. Support cloud-based services including AWS Lambda, CloudWatch, IAM, S3, and DynamoDB. Participate in continuous improvement initiatives by identifying opportunities for automation and operational efficiency. Ensure integrations comply with organizational security standards, governance policies, and ITSM best practices. Develop dashboards, reports, and monitoring solutions to proactively identify integration health and performance issues. Participate in system upgrades, testing activities, deployments, and release management. Required Qualifications Bachelor's degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related technical field. Equivalent combination of education and relevant professional experience will be considered. 2+ years of experience supporting enterprise system integrations, APIs, or application support. Excellent communication skills in English (B2+ or higher) and ability to collaborate across functions and geographies. Experience developing or supporting cloud-based integrations. Experience working with REST APIs and JSON. Experience supporting enterprise Service Desk or ITSM platforms. Experience troubleshooting production issues and performing root cause analysis. Experience working in cross-functional technical teams. Experience supporting enterprise applications in a production environment. Skills Candidates should demonstrate experience in most of the following technologies: Programming & Development: Python (Intermediate to Advanced) AWS Lambda REST APIs JSON Event-driven integrations Web Services Cloud Technologies Amazon Web Services (AWS) Amazon Connect CloudWatch IAM S3 DynamoDB ITSM Platforms ServiceNow Jira IT Service Management platforms Additional Technical Skills API troubleshooting Integration monitoring Log analysis Cloud security concepts System documentation Workflow automation Business Process Management Reporting and dashboards Soft Skills Excellent verbal and written communication skills. Strong analytical and problem-solving abilities. Customer-focused mindset. Ability to prioritize multiple initiatives simultaneously. Strong collaboration and stakeholder management skills. Ability to communicate technical concepts to non-technical audiences. Continuous improvement mindset. Self-motivated with strong organizational skills. Ability to work independently and within globally distributed teams. Attention to detail. Benefits : This is a hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence is required only when necessary, such as for meetings, trainings, or collaborative activities, in alignment with the company’s telework agreement, which currently requires employees to work on-site three (3) days per week) Private Medical Insurance Asociacion Solidarista Life Insurance Personal Day Off Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available