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 Now Assist

Good to have skills : NA

Minimum 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.

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 improve efficiency and user experience.

- Facilitate knowledge sharing and mentoring within the team to support continuous learning and development.

- Coordinate with cross-functional teams to ensure seamless integration and deployment of application updates.

Professional & Technical Skills:

- Must To Have Skills: Proficiency in ServiceNow Virtual Agent, ITSM, Now Assist, VA Integration, AI Agents, Service Catalog.

- Good to Have skills: Flow Designer/integration APIs, CMDB/service data, security, testing and platform governance.

- Strong understanding of application configuration and customization within packaged or software as a service environments.

- Experience working with application programming interfaces and low-code development platforms.

- Ability to troubleshoot and resolve issues to maintain system stability and performance.

- Familiarity with release management processes and version control in software applications.

Additional Information:

- The candidate should have minimum 6-8 years of experience in ServiceNow Virtual Agent.

- This position is based at our Bengaluru office.

- A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.