Packaged and SaaS Application Support 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
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
Seeking a forward-thinking professional with an AI-first mindset to design, develop, and deploy enterprise-grade solutions using Generative and Agentic AI frameworks that drive innovation, efficiency, and business transformation
As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and solves issues within multiple components of critical business systems. Your typical day will involve collaborating with various teams to troubleshoot and resolve incidents, ensuring that business operations run smoothly and efficiently. You will engage in proactive monitoring and maintenance of systems, contributing to the overall reliability and performance of the applications you support. Your role will also include documenting solutions and sharing knowledge with team members to foster a culture of continuous improvement.
Roles & Responsibilities:
Lead AI-driven solution design and delivery by applying GenAI and Agentic AI to address complex business challenges, automate processes, and integrate intelligent insights into enterprise workflows for measurable impact.
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Assist in the development and implementation of best practices for application support.
- Engage in regular communication with stakeholders to understand their needs and provide timely updates on issue resolution.

Professional & Technical Skills:
Strong grasp of Generative and Agentic AI, prompt engineering, and AI evaluation frameworks. Ability to align AI capabilities with business objectives while ensuring scalability, responsible use, and tangible value realization.
Must To Have Skills: Proficiency in ServiceNow IT Service Management.
- Strong analytical and problem-solving skills to diagnose and resolve issues effectively.
- Experience with incident management and service request fulfillment processes.
- Familiarity with ITIL framework and its application in service management.
- Ability to work collaboratively in a team environment and communicate effectively with diverse stakeholders.
Additional Information:- The candidate should have minimum 3 years of experience in ServiceNow IT Service Management.
- A 15 years full time education is required.