Packaged/SaaS Application Engineer

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

Job Summary

We are seeking an experienced ServiceNow ITSM Senior Developer to design, develop, and enhance enterprise IT Service Management solutions on the ServiceNow platform. The role involves leading complex customizations, implementing ITSM best practices, integrating external systems, and ensuring scalable and high-performing solutions aligned with ITIL processes.

Key Responsibilities
Lead design and development of ServiceNow ITSM solutions across:
Incident Management
Problem Management
Change Management
Request Management
Knowledge Management
Service Catalog
Design and implement advanced ServiceNow configurations and custom applications.
Develop and maintain:
Business Rules
Script Includes
Client Scripts
UI Policies / UI Actions
ACLs
Scheduled Jobs
Build workflows using Flow Designer and advanced automation techniques.
Develop and manage Service Catalog items, Record Producers, and Catalog workflows.
Implement REST and SOAP integrations with third-party systems.
Optimize platform performance and ensure scalability of solutions.
Troubleshoot complex issues and perform root cause analysis.
Collaborate with architects, business analysts, and stakeholders to translate requirements into technical solutions.
Support ServiceNow upgrades, patches, and release management.
Ensure adherence to ServiceNow best practices and coding standards.
Mentor junior developers and conduct code/design reviews.
Required Skills
5–10+ years of ServiceNow development experience.
Strong expertise in ServiceNow ITSM module implementation.
Advanced knowledge of:
JavaScript (client-side and server-side)
GlideRecord, GlideSystem, GlideAjax
Business Rules, Script Includes
ACLs and security model
Experience with Flow Designer and Workflow customization.
Strong experience in Service Catalog development.
Hands-on experience with REST/SOAP API integrations.
Deep understanding of ITIL processes and ITSM best practices.
Experience in performance tuning and platform optimization.
Strong debugging and troubleshooting skills.
Preferred Skills
Experience with:
CMDB and CSDM
Service Portal / Employee Center
IntegrationHub
Virtual Agent
Performance Analytics
Discovery (basic understanding)
Experience with enterprise integrations (Azure AD, LDAP, SAP, Jira, Microsoft Teams, etc.).
Knowledge of Agile/Scrum and DevOps practices.
Exposure to Automated Test Framework (ATF).
Qualifications
Bachelor s degree in Computer Science, Information Technology, or related field.
ServiceNow Certified System Administrator (CSA) – Preferred
ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM) – Preferred
ITIL Foundation Certification – Preferred
Key Competencies
Strong leadership and mentoring capabilities.
Excellent problem-solving and analytical skills.
Ability to handle complex technical challenges independently.
Strong communication and stakeholder management skills.
Ability to work in fast-paced enterprise environments.
Nice to Have
Experience in enterprise-scale ITSM transformation projects.
Knowledge of CMDB governance and data model best practices.
Exposure to ServiceNow platform upgrades and migration projects.
Understanding of AI capabilities within ServiceNow (Now Assist, Predictive Intelligence).

Additional Information:
- The candidate should have minimum 3 years of experience in ServiceNow IT Service Management (ITSM).
- This position is based at our Hyderabad office.
- A 15 years full time education is required.