Join our team as a Packaged/SaaS Application Engineer, where you'll play a key role in configuring and maintaining critical packaged or SaaS applications. This position involves tailoring application features to meet evolving business needs, managing release cycles, and ensuring robust system stability. You will leverage standard tools, APIs, and low-code platforms to develop solutions that align with organizational objectives while upholding performance and compatibility standards.

This role is ideal for an individual eager to become a subject matter expert and contribute significantly to team discussions and problem-solving. We encourage active participation in finding solutions to work-related challenges and fostering a collaborative environment.

Key responsibilities include configuring and supporting packaged or SaaS applications to align with business requirements, managing application releases, and ensuring system stability. You will utilize standard tools, APIs, and low-code platforms to deliver solutions that meet business needs and maintain compatibility.

Additional duties involve: - Collaborating with cross-functional teams for requirements gathering and enhancements. - Monitoring system performance and troubleshooting issues. - Documenting configuration changes and system updates. - Assisting junior team members with knowledge sharing and best practices.

We are seeking a Packaged/SaaS Application Engineer with a minimum of 3 years of experience, specifically in ServiceNow IT Service Management (ITSM). A 15-year full-time education is required.

Essential qualifications include: - Hands-on expertise with ITSM platforms (ServiceNow, Jira ITSM, Remedy) administration and configuration. - ITIL v4 Foundation or higher certification covering Incident, Change, Problem, and Request management. - Experience in SLA ownership and KPI reporting. - Demonstrated team leadership skills in a service desk or operations environment. - Proficiency in scripting for automation (PowerShell, Python, Bash). - Experience with major incident management and RCA facilitation.

Familiarity with cloud platforms, AIOps, Agile/DevOps integration, CMDB design, and executive-level reporting is advantageous.