Key Facts

Remote From:

Full time

English

Hard Skills

Data Migration Service Integration And Management ServiceNow User Acceptance Testing (UAT) General Security Incident Management Content Migration Search Analysis Role-Based Access Control (RBAC) Care Management Flaw Detection Auditing Process Management Data Corruption Call Center Experience System Migration Stakeholder Communications Disciplined Agile Delivery

Other Skills

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Communication
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Teamwork
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Problem Solving

Roles & Responsibilities

Hands-on experience developing and configuring ServiceNow (including Service Portal).
Experience with ServiceNow integrations (REST/SOAP APIs, external platforms).
Experience supporting data migration efforts and validating large datasets.
Strong understanding of role-based access control and system security best practices.

Requirements:

Configure and implement ServiceNow platform capabilities, including Service Portal components, to support hotline operations, with email incident threading and web-based intake forms.
Integrate ServiceNow with NICE CXone to enable intake and management of phone-based incidents, and configure assignment groups, routing rules, and escalation workflows.
Collaborate on data migration and validation, ensuring accurate import of incidents, knowledge articles, historical reports, user accounts, chat transcripts, communications, and notes; troubleshoot data discrepancies.
Participate in testing and quality assurance activities, including system and user acceptance testing, defect identification, troubleshooting, and validation that configurations and integrations meet requirements.

ITCON Services

About ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Founded: 2018

Company size: 51 - 200

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Job description

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