ServiceNow Developer
- Compensation
- Not disclosed
- Location
- Not listed
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- Software engineering
- Posted
Skills
Full description
Our client is seeking a highly skilled hands on ServiceNow Consultant with a blend of configuration, development, and architectural expertise to implement ServiceNow ITSM and migrate tickets from Oracle Service Cloud (RightNow) to ServiceNow ITSM. The ideal candidate will architect and implement ITSM platform that supports existing functionality in RightNow including legacy data, knowledge, and CSAT metrics.
Responsibilities:
· Incident Management: Lead the configuration of ITSM Incident Management for internal agents while simultaneously designing and deploying customer-facing portal for external users to create, view, and edit incidents.
· Migration: Design, develop, and execute a comprehensive migration strategy from Oracle Service Cloud to ServiceNow, modernizing legacy workflows for both helpdesks and support centers.
· Omni-Channel Knowledge Management: Configure the Knowledge Management to support multi-level access control. Ensure that internal-only articles are restricted to agents, while external-facing "Self-Service" articles are exposed via the Customer Portal based on user context.
· Survey & CSAT Migration: Perform migration of existing Survey configurations and historical CSAT results from Oracle. Design and implement native ServiceNow Surveys to capture post-incident feedback for both internal and external users.
· Data Modeling & Migration: Perform data migrations of historical Incidents, Knowledge Bases, and User records using Import Sets, Transform Maps, and Robust Data Integration.
· Advanced UI/UX Customization: Develop Service Portal widgets, Client Scripts, and UI Actions to provide a seamless "create/view/edit" experience for external customers.
· Contextual Filtering: Implement advanced Reference Qualifiers and User Criteria to ensure data privacy between agents and contacts within the shared sys_user and task tables.
· Analytics & Visualization: Design and configure Reports and Dashboards tailored to different personas: operational dashboards for agents and high-level KPI dashboards (including migrated CSAT trends) for leadership.