Advance your career as a Packaged/SaaS Application Engineer, specializing in ServiceNow. This role focuses on configuring and supporting packaged or SaaS applications, ensuring seamless adaptation of features, effective release management, and robust system stability. You will leverage standard tools, APIs, and low-code platforms to align solutions with dynamic business needs while maintaining optimal compatibility and performance.

As a ServiceNow Developer with a primary focus on Customer Service Management (CSM), you will be instrumental in supporting our ServiceNow implementation. Your expertise will drive the design and development of core CSM capabilities, with valuable secondary skills in Contract Lifecycle Management (CLM), integrations, and platform automation.

Design, develop, and configure end-to-end ServiceNow Customer Service Management (CSM) solutions. Implement advanced CSM data concepts, including the product and account models. Configure case management, lifecycle, assignments, routing, SLAs, escalations, and agent workspace experiences. Build customer self-service journeys using Service Portal and the Now Experience Framework. Configure CSM catalog items, order status, and service journeys aligned with Quote-to-Order and Order Management processes. Develop scripts, business rules, script includes, ACLs, and scoped applications following CSM best practices. Support CSM data migration, environment setup, and release activities. Triage CSM defects, conduct root-cause analysis, and support SIT, UAT, and hypercare phases. Provide support for Contract Lifecycle Management (CLM) configuration and integrations with CRM, billing, and order management systems. Implement automation using Flow Designer, Playbooks, and Now Assist (AI capabilities).

A minimum of 3 years of hands-on experience in ServiceNow development and configuration, with a strong emphasis on Customer Service Management (CSM). Possess in-depth knowledge of the ServiceNow CSM data model, product model, and account model. Proficiency in JavaScript, Glide APIs, scripting, and scoped application development. Experience with Service Portal and the Now Experience Framework (UI Builder). Working knowledge of CLM and OMT/SOMT concepts, along with IntegrationHub / REST / SOAP integrations. Understanding of Configure Price Quote (CPQ) concepts. Candidates must have completed 15 years of full-time education. Experience: 2-5 years is preferred. Location: Hyderabad.