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.

Duration:

3

Months Location:

[Remote, hybrid]

Clearance:

Ideal candidate has public trust for Federal Work Key Responsibilities 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. Required Qualifications 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