Packaged/SaaS Application Engineer

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 IT Service Management (ITSM) Good to have skills : NA Minimum 3 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. Daily activities also involve utilizing standard tools, application programming interfaces, and low-code platforms to deliver solutions that align with organizational goals while maintaining compatibility across various components. Collaboration with different teams to monitor and optimize application functionality is an integral part of the work routine. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Collaborate with cross-functional teams to gather requirements and implement application enhancements. - Monitor system performance and troubleshoot issues to maintain optimal operation. - Document configuration changes and maintain detailed records of system updates. - Assist junior team members by sharing knowledge and providing guidance on best practices. Must have Hands-on expertise with ITSM platforms - ServiceNow / Jira ITSM / Remedy admin & configuration ITIL v4 Foundation or higher certification - Incident, Change, Problem & Request management SLA ownership and KPI reporting - Define, monitor, and drive SLA/SLO compliance Team leadership (3+ years) in a service desk or ops environment - Scheduling, mentoring, escalation management Scripting for automation - PowerShell / Python / Bash for workflow automation Major incident management & RCA facilitation - End-to-end bridge ownership, post-mortem delivery Good to have Cloud platform knowledge - AWS / Azure / GCP — monitoring & ticketing integration AIOps or observability tooling experience - Dynatrace, Splunk, PagerDuty, or similar Agile / DevOps integration with ITSM workflows - DevSecOps pipelines, CI/CD change advisory CMDB design and data governance - Asset lifecycle, CI relationships, data accuracy Advanced ITSM or leadership certifications - ITIL Practitioner, HDI Team Lead, PMP, or equivalent Executive-level reporting and stakeholder communication - Dashboard storytelling, business-impact framing Additional Information: