Packaged/SaaS Application Engineer

Accenture; Bengaluru; On-site; INR 1,400,000 - 1,800,000; Full time

Job summary

Accenture Bengaluru invites a Packaged/SaaS Application Engineer to configure and support packaged or SaaS applications, tailoring features to evolving business needs while ensuring stability and performance. You will work with ITSM, Now Assist, and VA integration to implement catalog and fulfillment workflows.

The role requires 8–10 years in ServiceNow ITSM, 15 years of education, and collaboration with cross‑functional teams to drive improvements and successful deployments.

Qualifications

• 8–10 years of experience in ServiceNow ITSM.
• Experience configuring and delivering ITSM integrations and AI-enabled solutions.
• 15 years of full-time education.

Responsibilities

• Act as SME and guide team to deliver ITSM and conversational-service solutions.
• Architect and deliver integrated ITSM and VA solutions with catalog and workflows.
• Design Virtual Agent topics and escalation to live support.
• Manage integrations, data quality, releases, adoption, performance and continual improvement.
• Mentor junior team members and coordinate cross-functional work.

Skills

ServiceNow ITSM

Now Assist

VA Integration

AI Agents

Catalog

Education

15 years full time education

Job description

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 Now Assist

Good to have skills :

NA

Minimum 7.5 year(s) of experience is required

Educational Qualification :

15 years full time education

Summary :

As a Packaged/SaaS Application Engineer, a typical day involves configuring and supporting packaged or software as a service applications to tailor features according to evolving business requirements. The role includes managing application releases and ensuring the overall stability and performance of the system. The engineer works with various tools, application programming interfaces, and low-code platforms to deliver solutions that align with organizational goals while maintaining compatibility across different environments. Collaboration with stakeholders to understand needs and adapt applications accordingly is a key part of daily activities, ensuring seamless operation and continuous improvement of the software solutions.

Roles & Responsibilities :

• Expected to be an SME, collaborate and manage the team to perform.
• architect and deliver integrated ITSM and conversational-service solutions configure catalog and fulfillment workflows design Virtual Agent topics and escalation to live support implement governed AI use cases manage integrations, data quality, testing, releases, adoption, performance and continual improvement.
• Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Provide solutions to problems for their immediate team and across multiple teams.
• Lead efforts to optimize application configurations to enhance user experience and system efficiency.
• Coordinate cross-functional communication to ensure alignment on project goals and deliverables.
• Mentor junior team members to support their professional growth and skill development.

Professional & Technical Skills :

• Must To Have Skills: Proficiency in ServiceNow IT Service Management (ITSM), Now Assist, VA Integration, AI Agents, Catalog.
• Good to have skills: Flow Designer/integration APIs, CMDB/service data, security, testing and platform governance.
• Experience with configuring and customizing ServiceNow modules to meet business requirements.
• Strong knowledge of application release management and deployment processes.
• Ability to work with APIs and integrate third-party tools within the ServiceNow platform.
• Familiarity with low-code development environments and automation within ServiceNow.
• Understanding of system performance monitoring and troubleshooting techniques.

Additional Information :

• The candidate should have minimum 8 - 10 years of experience in ServiceNow IT Service Management (ITSM).
• This position is based at our Bengaluru office.
• A 15 years full time education is required.
• 15 years full time education

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