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 Now Assist
Good to have skills : NA
Minimum 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.

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 improve efficiency and user experience.
- Facilitate knowledge sharing and mentoring within the team to support continuous learning and development.
- Coordinate with cross-functional teams to ensure seamless integration and deployment of application updates.

Professional Technical Skills:
- Must To Have Skills: Proficiency in ServiceNow Virtual Agent, ITSM, Now Assist, VA Integration, AI Agents, Service Catalog.
- Good to Have skills: Flow Designer/integration APIs, CMDB/service data, security, testing and platform governance.
- Strong understanding of application configuration and customization within packaged or software as a service environments.
- Experience working with application programming interfaces and low-code development platforms.
- Ability to troubleshoot and resolve issues to maintain system stability and performance.
- Familiarity with release management processes and version control in software applications.
- The candidate should have minimum 6-8 years of experience in ServiceNow Virtual Agent.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.

Qualification
15 years full time education