This role focuses on configuring and supporting packaged or SaaS applications to tailor features, manage releases, and ensure system stability. You will leverage standard tools, APIs, and low-code platforms to align solutions with business needs while maintaining compatibility and performance. We are looking for an independent contributor who can become a subject matter expert.

Key responsibilities include configuring and supporting packaged/SaaS applications, managing application releases, and ensuring system stability. You will utilize standard tools, APIs, and low-code platforms to meet business requirements. Activities involve collaborating with cross-functional teams, monitoring system performance, troubleshooting issues, and documenting changes. You will also share knowledge and guide junior team members.

A minimum of 3 years of experience with ServiceNow IT Service Management (ITSM) is required. Hands-on expertise in ITSM platforms like ServiceNow, Jira ITSM, or Remedy is essential. Proficiency in ITIL v4 Foundation or higher, including Incident, Change, Problem, and Request management, is necessary. Experience with SLA ownership, KPI reporting, and scripting for automation (PowerShell/Python/Bash) is also required. Team leadership experience in a service desk or ops environment is a plus.