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 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Role Overview
ServiceNow Developer with Customer Service Management (CSM) as the primary skill, supporting the ServiceNow implementation by designing and building core CSM capabilities, with working knowledge of CLM, integrations and platform automation as secondary skills.

Primary Responsibilities – CSM
-Design, develop and configure ServiceNow Customer Service Management (CSM) solutions end to end.
-Implement in-depth CSM data concepts, including the product model and account model (consumer, households, accounts, contacts, relationships).
-Configure case management, case lifecycle, assignment, routing, SLAs, escalations and agent workspace experiences.
-Build customer self-service journeys using Service Portal and the Now Experience Framework (UI Builder).
-Configure CSM catalog items, order status and service journeys aligned to 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, update set / pipeline deployment and release activities.
-Triage CSM defects, perform root-cause analysis and support SIT, UAT and hypercare.

Secondary Responsibilities
-Support Contract Lifecycle Management (CLM) configuration – Sales Agreements, Service Contracts and Entitlements – as they surface within CSM processes.
-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 CPQ-related journeys and telecom product catalog configuration.
-Apply a sound understanding of Order Management (OMT/SOMT) – order capture, decomposition and orchestration – treated as a secondary skill alongside CLM.

Mandatory Skills
-Strong hands-on CSM development and configuration experience on the ServiceNow platform.
-In-depth knowledge of the CSM data model, product model and account model.
-JavaScript, Glide APIs, scripting and scoped application development.
-Service Portal / Now Experience Framework (UI Builder).
-Working knowledge of CLM and OMT/SOMT concepts and IntegrationHub / REST / SOAP integrations.
-Knowledge of the Configure Price Quote (CPQ) concept.

Preferred Skills
-Telecommunications industry experience and telecom product catalog management.
-Hands-on exposure to OMT/SOMT order orchestration and Quote-to-Order processes.
-Flow Designer, Playbooks, Now Assist and ATF automated testing.

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

15 years full time education

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