This role involves configuring and supporting packaged or SaaS applications to align them with evolving business requirements. The focus is on managing releases and ensuring robust system stability. Utilizing standard tools, APIs, and low-code platforms, the engineer will deliver solutions that meet business needs while maintaining compatibility and optimal performance.

The engineer will be expected to act independently and become a subject matter expert. Active participation in team discussions and contributing to problem-solving are essential. Collaboration with cross-functional teams is key for gathering requirements and implementing application enhancements. Monitoring system performance, troubleshooting issues, and documenting configuration changes are also critical aspects of the role.

- Configure and support packaged or SaaS applications. - Manage application releases and ensure system stability. - Utilize standard tools, APIs, and low-code platforms. - Adapt features to meet business needs while preserving compatibility. - Become a subject matter expert and perform independently. - Contribute actively to team discussions and problem-solving. - Collaborate with cross-functional teams for requirements and enhancements. - Monitor system performance and troubleshoot issues. - Document configuration changes and maintain system records. - Assist junior team members with knowledge sharing and best practices.

A strong proficiency in ServiceNow Customer Service Management (CSM) is mandatory. Experience in configuring and customizing ServiceNow modules to meet specific business needs is required. Familiarity with APIs and integration techniques within ServiceNow environments is essential.

Ability to work with low-code platforms for developing and deploying scalable solutions is necessary. Candidates must possess strong problem-solving skills to address technical challenges and optimize system performance. An understanding of release management processes and version control in packaged applications is also expected.

Minimum of 3 years of experience in ServiceNow Customer Service Management (CSM) is required. A complete 15 years of full-time education is a prerequisite for this position. This role is based in our Bengaluru office.