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.

· Must be Citizen or valid Green Card holder and eligible for Public Trust Clearance

· ServiceNow Expertise: 5+ years of experience as a ServiceNow Developer/Configurator with deep knowledge of ITSM and Service Portal.

· Knowledge Architecture: Experience setting up Knowledge Base hierarchies with complex User Criteria for internal/external visibility.

· Survey Analytics: Hands-on experience with ServiceNow Survey Management, including the migration of legacy survey scores and trend analysis.

· Reporting Mastery: Ability to create complex multi-table reports, Performance Analytics indicators, and interactive dashboards.

· Technical Stack: Strong proficiency in JavaScript, GlideScript, Web Services (REST/SOAP), HTML, and CSS/SCSS for Portal development.

Preferred Qualifications:

· Certifications: ServiceNow Certified Administration (CSA), CIS – ITSM, and/or Certified Application Developer (CAD).

· Oracle Migration Experience: Proven track record of migrating data and logic from Oracle Service Cloud (RightNow) or similar enterprise CRM/ITSM platforms.

· Experience with Common Service Data Model (CSDM): Experience mapping Oracle services to ServiceNow CDSM.

· Performance Analytics: Experience using Performance Analytics to track long-term CSAT and Incident trends post-migration.

· Customer Service Management (CSM): While the focus is ITSM, familiarity with the ServiceNow CSM module is a plus for handling external customer entities.

· Experience implementing ITSM for a Federal agency with necessary security controls.