Rcg Infosoft

ServiceNow BSA / Functional Consultant – ITSM/ITAM/SecOps

Location: New York City (Hybrid – 2-3 days/week onsite)
Type: Full-Time Permanent
Company: Global Digital Product Engineering Firm

Salary: $110K – 120K / Annum + Benefits

ABOUT US:

We’re a global leader in digital product engineering, operating across 38 countries with a dynamic, non-hierarchical culture. We build modern products and solutions that inspire, scale, and deliver value to enterprise clients. We’re expanding our ServiceNow team and looking for an experienced ServiceNow Business Analyst / Functional Consultant to lead complex implementations and help clients get the most out of their ServiceNow investment.

ROLE OVERVIEW:

As a ServiceNow BA / Functional Consultant, you’ll bridge the gap between business needs and technical solutions, working closely with stakeholders and developers to drive successful implementations across ITSM, ITAM, and SecOps modules.

KEY RESPONSIBILITIES:

• Conduct detailed requirement gathering, business analysis, and process mapping with stakeholders
• Translate requirements into ServiceNow configuration and functional design documents
• Support solutioning and implementation of ITSM (Incident, Problem, Change, Request, CMDB), ITAM (HAM/SAM), and SecOps (Vulnerability Response, Security Incident Response)
• Collaborate with ServiceNow Developers for implementation using Agile/Scrum methodology
• Drive UAT, training workshops, and platform adoption initiatives
• Prepare functional specifications, test plans, and process documentation
• Continuously identify opportunities to improve workflow automation and platform usage

REQUIRED SKILLS & QUALIFICATIONS:

• 8+ years of experience as a ServiceNow Business Analyst, Functional Consultant, or similar role
• Delivered at least 2-3 full-cycle ServiceNow implementations
• Expertise in ITSM modules: Incident, Problem, Change, Service Catalog, Knowledge, CMDB
• Familiarity with ITAM: Hardware Asset Management (HAM) and Software Asset Management (SAM)
• Exposure to SecOps: Vulnerability Response, Security Incident Response
• Strong knowledge of ITIL v3/v4 processes (certification preferred)
• Proficiency in Agile/Scrum methodology, user story creation, and JIRA/Confluence
• Excellent communication, facilitation, and stakeholder engagement skills
• Ability to translate complex concepts into functional workflows and user stories

PREFERRED/GOOD-TO-HAVE:

• ServiceNow CSA and CIS-ITSM certifications
• Knowledge of Integration Hub, REST/SOAP APIs, MID Servers
• Experience with Performance Analytics, Reporting, and Dashboards
• Exposure to Platform Security and Access Control Rules (ACLs)
• Understanding of ServiceNow Data Model and Configuration Management

CANDIDATE SELF-ASSESSMENT – QUALIFIED SKILLS MATRIX

Skill Area / Expertise

Skill Type

Self-Rating (1-5)

Years of Experience

Notes (Certifications, Projects, Tools Used)

ServiceNow ITSM – Incident, Problem, Change Management

Mandatory

Service Catalog & Knowledge Management

Mandatory

Configuration Management Database (CMDB)

Mandatory

IT Asset Management (HAM / SAM)

Preferred

Security Operations (Vulnerability Response / SecInc Response)

Preferred

Requirements Gathering & Business Analysis

Mandatory

ServiceNow Functional Design & Documentation

Mandatory

Agile / Scrum Methodologies

Mandatory

UAT Planning & Execution

Mandatory

Stakeholder Communication & Presentation

Mandatory

ITIL v3/v4 Framework

Preferred

ServiceNow CSA / CIS-ITSM Certifications

Mandatory

ServiceNow Reporting & Performance Analytics

Preferred

REST/SOAP Integrations / MID Servers

Preferred

User Training & Adoption Strategy

Preferred

Best regards!

Pankaj Singh (he/him)
(M) 630-310-8447
psingh@rcginfosoft.com