ServiceNow Engineer- Contact Center

About the role

ITCON is seeking a skilled Mid-Level ServiceNow Engineer to develop and maintain the core operational platform for our Call Center. This 24/7/365 call center facility serves as the central intelligence and coordination hub for the government.

Responsibilities

• Manage our FedRAMP-authorized ServiceNow environment, transforming it from a standard IT ticketing system into a customized, high-security law enforcement case management and decision-support platform.
• Design and maintain custom workflows to support the call center operational cells, building the logic that generates standardized Enforcement Recommendation Packages, allowing analysts to quickly compile legally sufficient data for Client Officers.
• Support the Docket Reduction initiative by engineering automated workflows that identify and flag high-priority, non-detained cases nearing the end of their immigration lifecycle.
• Utilize ServiceNow's App Engine to rapidly deploy Minimum Viable Products (MVPs) and iterate on new operational requirements dictated by changes in federal immigration policy.
• Maintain Computer Telephony Integration (CTI) between ServiceNow and our CCaaS platform (Genesys/NICE CXone), ensuring seamless "single-pane-of-glass" screen pops and automated case logging for 24/7 call center operators.
• Develop and support secure API integrations (REST/SOAP) to allow ServiceNow to synthesize data from or push updates to external federal law enforcement systems.
• Architect and enforce strict RBAC protocols to ensure a Zero Trust Architecture, configuring data visibility rules so that Law Enforcement Sensitive (LES) data and Personally Identifiable Information (PII) are restricted to authorized personnel on a strict need-to-know, active-case basis.
• Ensure all platform configurations comply with Client 4300A security policies, supporting continuous monitoring and Authority to Operate (ATO) requirements.

Qualifications

• Citizenship: Must be a United States Citizen (contract requirement)
• Experience: 3 to 5 years of hands-on experience developing, configuring, and administering the ServiceNow platform.
• Technical Skills: Proficiency in JavaScript, GlideScript, HTML/CSS, and REST/SOAP API integrations.
• Security: Demonstrated experience implementing complex ACLs (Access Control Lists) and Data Policies to secure sensitive information.

Preferred Qualifications

• ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS - ITSM or CSM).
• Prior experience integrating ServiceNow with enterprise contact center platforms (Genesys, NICE, Cisco).
• Experience working in highly regulated, FedRAMP-authorized, or IL4+ government cloud environments.
• Previous experience supporting Client, or other federal law enforcement agencies.