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 IT Operations Management (ITOM)
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Job Summary

We are seeking an experienced ServiceNow IT Operations Management (ITOM) Developer/Consultant to design, implement, and support ServiceNow ITOM solutions. The ideal candidate will have hands-on experience with Discovery, Service Mapping, Event Management, CMDB, and cloud infrastructure integrations. This role involves collaborating with infrastructure, cloud, and application teams to improve operational visibility, automate IT processes, and ensure the accuracy of enterprise configuration data.

Key Responsibilities
Design, develop, configure, and maintain ServiceNow ITOM solutions.
Implement and support ITOM modules, including Discovery, Service Mapping, Event Management, Cloud Management, and CMDB.
Configure and maintain MID Servers for Discovery and integrations.
Develop and optimize Discovery schedules, patterns, probes, and sensors.
Build and maintain Service Maps to provide end-to-end visibility of business services.
Configure Event Management, alert correlation, and automated remediation workflows.
Ensure CMDB health, data governance, reconciliation, and normalization best practices.
Integrate ServiceNow ITOM with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, SolarWinds, SCOM, Zabbix, or Nagios.
Develop integrations using REST APIs, SOAP web services, IntegrationHub, and Scripted APIs.
Create and customize Business Rules, Client Scripts, Script Includes, UI Policies, Flow Designer workflows, and ACLs.
Troubleshoot platform issues, optimize performance, and support upgrades and release activities.
Collaborate with infrastructure, cloud, DevOps, security, and application teams to deliver scalable ITOM solutions.
Prepare technical documentation, solution designs, and knowledge articles.
Participate in Agile ceremonies, code reviews, testing, and deployment activities.
Required Skills
Strong hands-on experience implementing and supporting ServiceNow ITOM.
Expertise in Discovery, Service Mapping, Event Management, CMDB, and MID Server administration.
Strong knowledge of CMDB architecture, CSDM, identification and reconciliation rules, and data governance.
Proficiency in JavaScript, ServiceNow scripting, Flow Designer, IntegrationHub, and ServiceNow platform development.
Experience integrating with enterprise monitoring and observability tools.
Knowledge of Windows, Linux, networking, virtualization (VMware), and cloud platforms (AWS, Azure, or Google Cloud).
Experience with REST and SOAP APIs, JSON, XML, and system integrations.
Understanding of ITIL processes, including Incident, Problem, Change, and Configuration Management.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent communication and stakeholder management skills.
Preferred Skills
Experience with Cloud Discovery, Service Graph Connectors, and Service Graph.
Knowledge of Event Management connector configuration and alert correlation.
Experience with Orchestration, Automation Engine, and Infrastructure Automation.
Familiarity with Kubernetes, Docker, and container discovery.
Exposure to DevOps tools and CI/CD pipelines.
Experience working in enterprise-scale IT environments.
Certifications (Preferred)
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified Implementation Specialist – Discovery (CIS-Discovery)
ServiceNow Certified Implementation Specialist – Event Management (CIS-Event Management)
ITIL Foundation Certification
Educational Qualification
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
Equivalent practical experience will also be considered.
Nice to Have
Experience with cloud-native and hybrid infrastructure environments.
Knowledge of observability, AIOps, and operational analytics.
Experience with enterprise architecture frameworks and digital transformation initiatives.
Familiarity with Agile/Scrum delivery methodologies.

Additional Information:
- The candidate should have minimum 3 years of experience in ServiceNow IT Operations Management (ITOM).
- This position is based at our Hyderabad 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 at www.accenture.com 

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