Packaged/SaaS Application Engineer

Overview

Configure and support ServiceNow packaged or SaaS applications, with a primary focus on Order Management for Telecommunications (OMT/SOMT). Design and build order capture, decomposition and orchestration capabilities while supporting system stability, releases and business alignment.

What you'll do

• 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.
• Support Customer Service Management (CSM) configuration, including 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), including Sales Agreements, Service Contracts and Entitlements, as they drive order eligibility and pricing.

What you'll need

• Minimum 2 year(s) of experience.
• 15 years full time education.
• ServiceNow.
• 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.
• Mandatory ServiceNow CSA certification.
• Mandatory SOMT Accreditation.

Nice to have

• 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.
• ServiceNow CAD certification.
• CIS-CSM certification.
• Other relevant ServiceNow implementation certifications.

Details

• Location: Bengaluru.