ServiceNow Migration Specialist / Technical Lead (Legacy ITSM to ServiceNow)

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IT Infrastructure & Service ManagementPosition OverviewWe are seeking an experienced ServiceNow Migration Specialist / Technical Lead to lead the end-to-end greenfield migration from our legacy ITSM application (e.g., Remedy, HP Service Manager, Cherwell, or custom in-house tools) to ServiceNow.You will design, architect, and execute the complete transition from scratch. This includes process re-engineering, data mapping/ETL, integration design, custom workflow development, and instance deployment. The ideal candidate possesses deep expertise in ServiceNow core platform capabilities, hands-on experience with legacy data migration, and a strong background in ITIL v4 processes.Key Responsibilities1. Assessment & Architecture (Phase 1)Audit legacy ITSM processes, custom configurations, data schemas, and active integrations.Map legacy workflows (Incident, Problem, Change, Request, Asset, Service Catalog) to ServiceNow Out-of-the-Box (OOTB) ITIL best practices to minimize technical debt.Design the overall target architecture on ServiceNow, including instance strategy, data models, integration points, and security roles.2. Implementation & CustomizationBuild and configure ServiceNow ITSM applications (Incident Management, Problem Management, Change Management, Service Catalog, Service Portal/Employee Center, CMDB). Develop automated workflows, Business Rules, Client Scripts, Script Includes, UI Actions, and Flow Designer actions where standard features require extension. Integrate ServiceNow with third-party tools (e.g., Active Directory/Entra ID, Jira, monitoring tools, SSO) via IntegrationHub, REST/SOAP APIs, and MID Servers.3. Data Migration & ETLDesign and execute data migration strategies for historical and active operational data (tickets, knowledge articles, assets, user/group structures).Utilize ServiceNow Import Sets, Transform Maps, Data Sources, and ETL tools to clean, transform, and load legacy data into ServiceNow safely.Establish data integrity checks, record-count validations, and field reconciliation post-migration.4. Testing, Cutover & SupportLead technical testing phases (UAT, pre-load testing, dry-run data migrations, performance validation).Formulate and execute the cutover playbook, fall-back plans, and post-go-live hypercare support.Conduct technical knowledge transfer to internal sysadmins and operational teams.Required QualificationsExperience: 5+ years of hands-on experience developing and configuring ServiceNow, with at least 1–2 full lifecycle legacy-to-ServiceNow migration projects delivered from scratch.Certifications:ServiceNow Certified System Administrator (CSA) (Required)ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM) (Required)Certified Application Developer (CAD) (Highly Desired)ITIL v3/v4 Foundation (Preferred)Core Technical Skills:Advanced knowledge of JavaScript, HTML/CSS, REST/SOAP APIs, and XML/JSON.Deep expertise in Import Sets, Transform Maps, Flow Designer, Service Portal, and IntegrationHub.Solid database and data-mapping experience (SQL, staging tables, data cleansing).Legacy Expertise: Familiarity with legacy ITSM frameworks (e.g., BMC Remedy, Cherwell, Ivanti, or legacy custom SQL databases).Preferred Skills & AttributesExperience with ServiceNow CMDB setup and discovery setup during migration.Experience with Now Assist / AI capabilities for ITSM (e.g., automated resolution summarization, virtual agent setup).Strong business analysis skills—ability to push back on legacy "like-for-like" customizations in favor of standard ServiceNow OOTB features.Excellent verbal and written communication skills for cross-functional collaboration with stakeholders.

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