Senior Staff Engineer - ServiceNow Functional Consultant

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (15000+ experts across 26 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Job Description:
Seeking an experienced ServiceNow Functional Consultant to help design and implement ServiceNow solutions focused on IT Service Management (ITSM), with additional value in IT Asset Management (ITAM) and Security Operations (SecOps). You will bridge business needs with technical solutions, ensuring optimal use of the ServiceNow platform to enhance service delivery, efficiency, and security posture. This role requires deep process understanding, stakeholder collaboration, and platform expertise.

This is a hybrid role, 2 to 3 days/week in our NYC office

Key Responsibilities:

• Requirement Analysis: Collaborate with business stakeholders to gather, analyze, and translate complex business requirements into actionable ServiceNow solutions.
• Solution Design & Configuration: Help with design of core ServiceNow ITSM (Incident, Problem, Change, Service Catalog, Knowledge, CMDB), ITAM (Hardware/Software Asset) and SecOps (Vulnerability Response, Security Incident Response) modules as needed.
• Process Optimization: Map existing business processes, identify inefficiencies, and design improved workflows leveraging ServiceNow best practices.
• Implementation & Deployment: Work with the ServiceNow Developers for ServiceNow implementation projects (new modules, upgrades, enhancements) using Agile/iterative methodologies.
• Stakeholder Management: Act as the primary liaison between business users and technical development teams. Present solutions, demos, and progress updates.
• Testing & Validation: Work with Internal Quality Assurance team, help in developing test plans, coordinate UAT (User Acceptance Testing), and ensure solutions meet business requirements and quality standards.
• Training & Adoption: Develop user training materials and conduct workshops to drive platform adoption and maximize ROI.
• Documentation: Create detailed functional specifications, process flows, configuration documentation, and user guides.
• Continuous Improvement: Proactively identify opportunities to expand ServiceNow usage and enhance existing functionalities (ITSM, ITAM, SecOps

Required Skills and Qualifications:

• Experience: 8+ years of ServiceNow Functional Consultant, Business Analyst or similar role with hands-on configuration experience.
• Experience of delivering 2-3 End to End ITSM implementations in ServiceNow.
• Core Expertise: Proven mastery of ServiceNow ITSM Suite (Incident, Problem, Change Management, Service Request, Service Catalog, Knowledge Management, CMDB Fundamentals).
• Platform Knowledge: Deep understanding of ServiceNow platform capabilities, data model, and core functionality (UI Policies, Client Scripts, Business Rules, Workflows, Access Controls).
• Process Acumen: Strong grasp of ITIL processes (v3/v4 Foundation certification highly desirable).
• Consulting Skills: Excellent communication, facilitation, presentation, and stakeholder management skills. Ability to translate technical concepts for business audiences.
• Problem Solving: Analytical mindset with strong problem-solving and critical thinking abilities.
• Methodology: Experience working in Agile/Scrum environments.

Good to Have Qualifications:

• IT Asset Management (ITAM): Experience configuring and implementing ServiceNow ITAM modules (HAM, SAM, Pro or SAMP Pro).
• Security Operations (SecOps): Experience with ServiceNow SecOps modules (Vulnerability Response, Security Incident Response, Threat Intelligence).
• Certifications: ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) for ITSM (required). Additional CIS certifications for ITAM or SecOps are a significant plus.
• Integration Experience: Understanding of Integration Hub, REST/SOAP APIs, and MID Servers.
• Reporting: Experience with Performance Analytics, Reporting, and Dashboards.

Salary range: $148K Gross to $160K Gross + Nagarro Benefits

Disclaimer: Nagarro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability, or marital status