Staff Engineer, ServiceNow (APM, CSM Module and HRSD)

Nagarro SE

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end technical ownership of ServiceNow implementations for Fortune-500 clients, focusing on APM (Application Portfolio Management), CSM (Customer Service Management) and HRSD (Human Resources Service Delivery) modules. You will architect scalable solutions that directly impact how millions of end-users interact with enterprise services.
• Translate complex business requirements into elegant technical designs by running discovery workshops with C-level stakeholders, mapping pain-points to ServiceNow capabilities, and producing solution blueprints that balance speed-to-value with long-term extensibility.
• Lead a distributed squad of 4-8 ServiceNow developers and analysts across multiple time-zones, conducting daily stand-ups, sprint planning, code reviews and knowledge-sharing sessions that elevate overall team velocity by at least 20% quarter-over-quarter.
• Design and implement robust integrations between ServiceNow and third-party SaaS platforms (Salesforce, Workday, Azure AD, SAP) using REST/SOAP APIs, MID servers, and IntegrationHub spokes; ensure sub-second response times and 99.9% uptime through caching, queuing and circuit-breaker patterns.
• Configure advanced ServiceNow functionality using server-side JavaScript, GlideRecord scripting, Business Rules, Script Includes, Flow Designer, and AngularJS widgets; enforce coding standards that reduce technical debt by 30% within the first six months.
• Drive continuous improvement of the ServiceNow instance by conducting quarterly health-checks, identifying performance bottlenecks, and rolling out platform upgrades with zero business disruption; maintain a CMDB accuracy rate above 95%.
• Champion ITIL v4 best practices across Incident, Problem, Change and Knowledge Management processes; configure and customize ServiceNow ITSM workflows to achieve a 40% reduction in MTTR and a 50% increase in first-call-resolution.
• Create and deliver executive-level dashboards and KPI reports using Performance Analytics, ServiceNow BI, and Tableau; present insights that influence multi-million-dollar investment decisions in digital-transformation roadmaps.
• Mentor junior engineers through pair-programming, lunch-and-learn sessions, and certification study groups; build a talent pipeline that reduces external hiring needs by 25% year-over-year.
• Conduct proof-of-concepts for emerging ServiceNow capabilities (AI Search, Predictive Intelligence, Virtual Agent) and rapidly prototype solutions that can be productionized within 90 days.
• Own production stability by establishing automated CI/CD pipelines using ServiceNow DevOps, GitHub Actions, and ATF (Automated Test Framework); achieve 80% test coverage and one-click deployments.
• Collaborate with InfoSec and GRC teams to embed security-by-design into every workflow, ensuring SOC-2, ISO-27001 and GDPR compliance while enabling self-service access for 10k+ global employees.
• Facilitate user-acceptance testing with business champions, translating feedback into backlog items, and orchestrating hyper-care support during go-live weekends with rollback strategies that guarantee <15 minutes RTO.
• Contribute to Nagarro’s ServiceNow Center of Excellence by publishing white-papers, speaking at industry webinars, and maintaining reusable accelerators that cut future implementation timelines by 35%.

🎯 Requirements

• 7+ years of hands-on ServiceNow development with deep expertise in APM, CSM and HRSD modules
• ServiceNow SPM (Strategic Portfolio Management) module certification is mandatory
• Proven experience integrating ServiceNow with at least 3 third-party enterprise systems via REST/SOAP APIs
• Solid grasp of ITIL v3/v4 processes and ability to map them to ServiceNow ITSM workflows
• Advanced scripting skills in JavaScript, Glide APIs, Business Rules, Script Includes and AngularJS

🏖️ Benefits

• 100% remote-first culture with flexible working hours and no micromanagement
• Annual training budget of USD 3,000 for ServiceNow certifications, conferences and courses
• Opportunity to work on marquee global projects for Fortune-500 brands with cutting-edge tech stacks
• Comprehensive health insurance for employee + family, including mental-wellness and tele-medicine

Skills & Technologies

JavaScript

Angular

Senior

Remote

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Nagarro SE

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About Nagarro SE

Nagarro SE is a publicly listed global digital engineering company headquartered in Munich, Germany. It provides strategy, experience design, cloud, data and AI, and platform modernization services to Fortune 500 and mid-market enterprises across banking, insurance, manufacturing and retail. Operating from more than 35 countries with 18,000+ employees, the company delivers agile, scalable solutions that accelerate digital transformation and improve time-to-market for clients worldwide.

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