Packaged/SaaS Application Engineer

Project Role : Packaged/SaaS Application Engineer
Project Role Description : Configure and support packaged or SaaS applications to adapt features, manage releases, and ensure system stability. Use standard tools, APIs, and low-code platforms to align solutions with business needs while preserving compatibility and performance.
Must have skills : ServiceNow
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education

Role Overview
ServiceNow Developer with Order Management for Telecommunications (OMT/SOMT) as the primary skill, supporting the ServiceNow implementation by designing and building order capture, decomposition and orchestration capabilities, with working knowledge of CSM, CLM, integrations and platform automation as secondary skills.

Primary Responsibilities – OMT/SOMT
-Design, develop and configure ServiceNow Order Management (OMT/SOMT) solutions end to end.
-Implement order capture, order decomposition, orchestration plans and fulfilment task flows.
-Configure the telecom product catalog, product offerings, specifications and product-to-service mapping.
-Build Quote-to-Order and Order-to-Activate journeys, including order status, milestones and jeopardy handling.
-Align order objects to the product model and account model so orders decompose and fulfil correctly.
-Develop scripts, business rules, script includes, ACLs and scoped applications following OMT best practices.
-Support catalog and order data migration, environment setup, update set / pipeline deployment and release activities.
-Triage order management defects, perform root-cause analysis and support SIT, UAT and hypercare.

Secondary Responsibilities
-Support Customer Service Management (CSM) configuration – case management, account and product model, agent and portal experiences – where orders are raised and tracked.
-Build integrations using IntegrationHub and TMF APIs to CRM, billing, CPQ and order management systems.
-Implement automation with Flow Designer, Playbooks and Now Assist (AI capabilities).
-Support Contract Lifecycle Management (CLM) – Sales Agreements, Service Contracts and Entitlements – as they drive order eligibility and pricing.

Mandatory Skills
-Strong hands-on OMT/SOMT development and configuration experience on the ServiceNow platform.
-In-depth knowledge of order capture, decomposition, orchestration and the telecom product catalog.
-JavaScript, Glide APIs, scripting and scoped application development.
-Working knowledge of CSM and CLM data concepts, product model and account model.
-IntegrationHub / REST / SOAP integrations and Flow Designer automation.
-Knowledge of the Configure Price Quote (CPQ) concept.

Preferred Skills
-Telecommunications industry experience and telecom product catalog management.
-Exposure to CSM case management and CLM contract lifecycle processes.
-Experience with CPQ integration, Flow Designer, Playbooks, Now Assist and ATF automated testing.

Certifications
-Mandatory: ServiceNow CSA, SOMT Accreditation
-Preferred: ServiceNow CAD, CIS-CSM, other relevant ServiceNow implementation certifications

15 years full time education

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