This role focuses on configuring and supporting packaged or SaaS applications to align with evolving business needs. It involves managing releases and ensuring system stability and performance through standard tools, APIs, and low-code platforms. The aim is to create solutions that meet business objectives while maintaining compatibility and optimal performance.

Key activities include daily system configuration, release management, and performance monitoring. Collaboration with various teams is essential for maintaining system health and implementing necessary adjustments. The position also involves mentoring junior team members and sharing best practices.

- Drive independent work and become a subject matter expert. - Actively participate in team discussions and problem-solving. - Provide effective solutions to work-related challenges. - Collaborate with cross-functional teams to define requirements and translate them into application configurations. - Monitor application performance and identify areas for enhancement. - Document configuration changes and maintain system records. - Guide and support junior team members.

A minimum of 3 years of experience in ServiceNow Customer Service Management (CSM) is required. Candidates should possess strong proficiency in CSM Developer, App Engine, Case Management, Data Migration, Advanced workflow, and ServiceNow Scripting API.

Expertise in application configuration and customization within packaged or SaaS environments is crucial. Experience with APIs for integration and extending platform capabilities, along with familiarity with low-code development platforms, is expected. The role also requires the ability to troubleshoot system issues effectively and understand release management processes.