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ServiceNow Technical Consultant - TPSM Migration

ServiceNow Technical Consultant - TPSM Migration

Acunor IncNJ, United States
5 days ago
Job type
  • Full-time
  • Quick Apply
Job description

Job Title : ServiceNow Technical Consultant - TPSM Migration

Remote - USA Project Overview :

Our client is undertaking a strategic initiative to migrate their customer service and IT service operations from Zendesk to ServiceNow . The goal is to build a unified, scalable, and automated platform for both Customer Service Management (CSM) and IT Service Management (ITSM) processes. This role will focus heavily on CSM implementation first, followed by ITSM integration.

The Senior Technical Consultant will serve as the technical SME responsible for leading configuration, customization, and migration efforts within ServiceNow, ensuring a smooth transition from Zendesk and alignment with enterprise service delivery goals.

Key Responsibilities :

  • Lead end-to-end technical implementation of ServiceNow CSM and ITSM modules.
  • Analyze current Zendesk workflows , data structures, and integrations to design equivalent or optimized ServiceNow solutions.
  • Develop and configure custom applications , flows , UI policies , business rules , and client scripts in ServiceNow.
  • Manage data migration , ensuring clean and accurate transfer of tickets, users, and knowledge articles from Zendesk.
  • Integrate ServiceNow with third-party tools (CRM, communication, or monitoring systems) as part of the transition.
  • Collaborate with functional consultants, architects, and client stakeholders to translate business needs into technical solutions.
  • Ensure adherence to ServiceNow best practices , security standards, and maintainability.
  • Conduct UAT support , documentation, and post-go-live enhancements.
  • Mentor junior ServiceNow consultants and participate in design and code reviews.

Required Skills & Qualifications :

  • 8 12 years of overall IT experience , with 5+ years in ServiceNow development and implementation .
  • Proven experience implementing CSM (Customer Service Management) and ITSM (Incident, Problem, Change, Knowledge, CMDB) modules.
  • Strong background in Zendesk to ServiceNow migration or any other service platform migration projects.
  • Proficiency in JavaScript, Glide APIs, Flow Designer, Service Portal, and UI Builder .
  • Hands-on experience with IntegrationHub, REST / SOAP APIs , and MID Server integrations.
  • Good understanding of data migration strategies , data mapping, and cleansing.
  • Experience working in Agile / ITIL environments.
  • Excellent communication, stakeholder management, and documentation skills.

    • Nice-to-Have Skills :

  • ServiceNow Certified Implementation Specialist (CSM / ITSM) or CSA certification .
  • Experience with ServiceNow upgrades and Performance Analytics .
  • Familiarity with ServiceNow Customer workflows , Virtual Agent , or AI Search .
  • Knowledge of Zendesk architecture and Zendesk APIs .
  • Experience integrating Salesforce , Twilio , or other CRM / communication platforms with ServiceNow.
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