Project Role : Packaged/SaaS Application Engineer

Project Role Description : Configure and support packaged or SaaS applications to adapt features, manage releases, and ensure system stability. Use standard tools, APIs, and low-code platforms to align solutions with business needs while preserving compatibility and performance.

Must have skills : ServiceNow Now Assist

Good to have skills : NA

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

As a Packaged/SaaS Application Engineer, a typical day involves configuring and supporting packaged or software as a service applications to tailor features according to evolving business requirements. The role includes managing application releases and ensuring the overall stability and performance of the system. The engineer works with various tools, application programming interfaces, and low-code platforms to deliver solutions that align with organizational goals while maintaining compatibility across different environments. Collaboration with stakeholders to understand needs and adapt applications accordingly is a key part of daily activities, ensuring seamless operation and continuous improvement of the software solutions.

Roles & Responsibilities:

Expected to be an SME, collaborate and manage the team to perform.
architect and deliver integrated ITSM and conversational-service solutions configure catalog and fulfillment workflows design Virtual Agent topics and escalation to live support implement governed AI use cases manage integrations, data quality, testing, releases, adoption, performance and continual improvement.
Responsible for team decisions.
Engage with multiple teams and contribute on key decisions.
Provide solutions to problems for their immediate team and across multiple teams.
Lead efforts to optimize application configurations to enhance user experience and operational efficiency.
Facilitate knowledge sharing and mentoring within the team to support professional growth and skill development.
Coordinate cross-functional communication to ensure alignment on project goals and deliverables.

Professional & Technical Skills:

Must To Have Skills: Proficiency in ServiceNow IT Service Management (ITSM), Now Assist, Virtual Agent, AI agents, Service Catalog.
Flow Designer/integration APIs, CMDB/service data, security, testing and platform governance.
Strong understanding of ServiceNow platform architecture and its integration capabilities.
Experience in configuring workflows, business rules, and automation within ServiceNow ITSM modules.
Ability to troubleshoot and resolve complex issues related to packaged application performance and stability.
Familiarity with APIs and low-code development environments to customize and extend application functionality.
Knowledge of release management processes and best practices for SaaS applications.

Additional Information:

The candidate should have minimum 8-10 years of experience in ServiceNow IT Service Management (ITSM).
This position is based at our Bengaluru office.
A 15 years full time education is required.