Shape and maintain packaged or SaaS applications as a Packaged/SaaS Application Engineer. This role focuses on configuring features, managing release cycles, and ensuring robust system stability. Leverage standard tools, APIs, and low-code platforms to deliver solutions that meet business needs, maintaining optimal performance and compatibility.

Collaborate with teams to fine-tune application functionality, monitor system health, and implement enhancements. The position requires active participation in team discussions and contributing to problem-solving efforts. Documentation of configuration changes and system updates is also a key responsibility.

- Configure and support packaged/SaaS applications to adapt features and manage releases. - Ensure system stability and optimal performance. - Utilize standard tools, APIs, and low-code platforms for solution alignment. - Monitor system performance and troubleshoot issues. - Document configuration changes and maintain system update records. - Collaborate with cross-functional teams for requirements gathering and enhancements.

A minimum of 3 years of experience in ServiceNow IT Service Management (ITSM) is essential. Candidates should possess hands-on expertise with ITSM platforms like ServiceNow, Jira ITSM, or Remedy for administration and configuration. Familiarity with ITIL v4 Foundation or higher, covering Incident, Change, Problem, and Request management, is required. Experience in SLA ownership and KPI reporting, along with team leadership in a service desk or ops environment (3+ years), is also crucial. Proficiency in scripting for automation (PowerShell, Python, Bash) and experience with major incident management and RCA facilitation are necessary.