SaaS Application & ServiceNow Technical Specialist

Seeking a highly experienced SaaS Application & ServiceNow Technical Specialist to support the implementation, enhancement, onboarding, administration, integration, testing, and ongoing technical support of cloud-based SaaS applications., · Lead and support the implementation, configuration, enhancement, testing, onboarding, and ongoing administration of enterprise SaaS applications.

· Provide technical and administrative support for SaaS platforms, including incident investigation, debugging, root-cause analysis, issue resolution, and production support.

· Configure SaaS applications, user/business settings, integrations, dashboards, workflows, and reporting capabilities.

· Coordinate with SaaS vendors, third-party technology providers, and internal stakeholders to resolve technical issues and deliver application enhancements.

· Design and support integrations between SaaS applications and ServiceNow, leveraging appropriate Now Platform capabilities.

· Administer and support ServiceNow ITSM, ITAM, and ITOM functionality as it relates to SaaS application operations and enterprise technology services.

· Develop and maintain ServiceNow reports, dashboards, metrics, and analytics for operational and management reporting.

· Use AWS and Azure services and monitoring capabilities to support cloud-hosted applications, troubleshoot issues, and improve reliability and performance.

· Participate throughout the SDLC, including analysis, solution design, development, testing, automation, deployment, and production support.

· Apply algorithms, data structures, scripting, and coding skills to develop or troubleshoot technical solutions.

· Use monitoring, performance, metrics, analytics, and logging tools to diagnose application and integration issues.

· Collaborate in Agile ceremonies and work closely with cross-functional technical and business teams.

· Evaluate and appropriately apply AI-enabled tools such as Microsoft Copilot and Claude to improve productivity, analysis, troubleshooting, documentation, and development workflows.

Technical Skills

· SaaS Application Implementation, Configuration, Enhancement & Testing

· SaaS Administration, Onboarding & Production Support

· ServiceNow Reporting & Dashboards

· Third-Party Vendor & SaaS Client Management

· Minimum seven (7) years of experience in Software-as-a-Service (SaaS) application implementation, enhancement, and testing.

· Minimum seven (7) years of experience providing technical and administrative support for SaaS applications, including researching technical issues, debugging, root-cause analysis, and timely resolution.

· Minimum seven (7) years of experience onboarding SaaS applications, including configuring SaaS systems, generating dashboards/reports, and working directly with third-party vendors and SaaS clients.

· Minimum seven (7) years of experience with cloud-based technologies, including AWS and Azure. AWS experience may include services/tools such as Redis, Lambda, CloudWatch, and related cloud monitoring or infrastructure services.

· Minimum seven (7) years of experience across the Software Development Life Cycle (SDLC), including requirements analysis, solutioning, detailed design, development, testing, test automation, deployment, and post-production support.

Desired Technical Qualifications

· Minimum five (5) years of hands-on coding experience with algorithms and data structures.

· Experience integrating SaaS solutions with the ServiceNow Now Platform, including Incident Management, Change Management, Service Level Management, and Service Catalog.

· Experience maintaining and administering ServiceNow IT Service Management (ITSM), IT Asset Management (ITAM), and IT Operations Management (ITOM).

· Extensive experience using, defining, and generating ServiceNow reports for status, statistics, analysis, operational metrics, and periodic enterprise reporting of SaaS applications and solutions.

· Experience with AI technologies and productivity/development assistants such as Microsoft Copilot, Claude, or comparable AI tools.

· Experience using application performance monitoring and troubleshooting tools to identify, analyze, and resolve application performance issues.

· Strong experience with metrics, analytics, monitoring, observability, and application/system logging.

· Experience working in an Agile environment and collaborating effectively with cross-functional teams, including developers, QA, infrastructure/cloud teams, business stakeholders, vendors, and SaaS providers.