ServiceNow Developer

ITCON Services is seeking a skilled ServiceNow Developer to support a time-bound modernization effort focused on migrating an existing hotline service from an Oracle-based system to ServiceNow. This role will play a critical part in implementing ServiceNow capabilities, integrating with NICE CXone, and ensuring the successful migration and validation of operational data and workflows.

The ideal candidate brings hands-on experience with ServiceNow development, system integrations, and data migration support in a fast-paced, delivery-focused environment., ServiceNow Configuration & Integration

• Configure and implement ServiceNow platform capabilities, including Service Portal components, to support hotline operations.
• Develop and configure:

• Email incident threading for seamless case tracking and communication continuity
• Web-based intake forms for incident submission via Service Portal

• Integrate ServiceNow with NICE CXone to enable intake and management of phone-based incidents.
• Configure and implement assignment groups, routing rules, and escalation workflows.
• Ensure preservation of:

• Notes and communication audit trails
• Search functionality and relevancy
• Existing roles, permissions, and access controls

• Design and configure operational dashboards and reporting views to support business users and stakeholders.

Data Migration Support & Validation

• Collaborate with the team to validate successful migration and import of critical datasets, including:

• Incidents
• Knowledge articles
• Historical operational reports
• User accounts
• Chat transcripts
• Associated communications
• Notes

• Assist in troubleshooting data discrepancies and ensuring data integrity post-migration.

Testing & Quality Assurance

• Participate in system and user acceptance testing (UAT) activities.
• Support defect identification, troubleshooting, and resolution.
• Validate that configurations and integrations meet functional and performance requirements.

• Hands-on experience developing and configuring ServiceNow (including Service Portal).
• Experience with ServiceNow integrations (REST/SOAP APIs, external platforms).
• Familiarity with incident management workflows and case management systems.
• Experience supporting data migration efforts and validating large datasets.
• Strong understanding of role-based access control and system security best practices.
• Ability to work in a fast-paced, agile, delivery-oriented environment.

Preferred Qualifications

• Experience integrating ServiceNow with contact center platforms (e.g., NICE CXone or similar).
• Prior experience migrating systems from legacy platforms (e.g., Oracle-based systems).
• Experience in federal or public sector environments.
• Familiarity with reporting and dashboard development in ServiceNow.
• Strong problem-solving and communication skills.

What Success Looks Like

• Seamless implementation of ServiceNow configurations supporting hotline operations
• Successful integration with NICE CXone for phone-based intake
• Accurate and complete migration of legacy data
• Fully functional workflows, routing, and dashboards
• Successful completion of testing with minimal defects