Senior System Engineer

Summary

Senior System Engineer with in-depth knowledge and hands-on experience in Software as a Service (SaaS) systems. The ideal candidate should be skilled in implementing, enhancing, configuring, customizing, and validating SaaS solutions. Responsibilities will include providing technical support, resolving defects, building dashboards, managing vendors, and overseeing contract management. This position will work within the Enterprise IT Solutions & Innovation Division.

About the Role

The Enterprise IT Solutions and Innovation Division is seeking a Senior System Engineer with experience in SaaS implementation, configuration, customization, enhancement, validation, support, and building dashboards and reports. Experience with ServiceNow, Salesforce, vendor management, and contract management of SaaS platforms is desired. The ideal candidate will also have experience in solution design, troubleshooting, detailed technical design, development, test automation, and deployment.

Minimum Technical Qualifications

• A minimum of seven (7) years of experience in Software-as-a-Service (SaaS) application implementation, enhancement, and testing.
• A minimum of seven (7) years of experience in technical and administrative support of SaaS applications, including researching technical issues, debugging, and resolving issues in a timely manner.
• A minimum of seven (7) years of experience onboarding SaaS applications, including configuring SaaS systems, generating dashboards, and working with third-party vendors and SaaS clients.
• A minimum of seven (7) years of experience in the Software Development Life Cycle (SDLC), including analysis, solutioning, detailed design, development, testing, automation, and deployment.

Desirable Technical Qualifications

• A minimum of five (5) years of hands-on coding experience in algorithms and data structures.
• Experience with technical integration between SaaS solutions and the ServiceNow Now Platform, including Incident Management, Change Management, Service Level Management, and Service Catalog.
• Experience maintaining and administering ServiceNow Information Technology Service Management (ITSM), Information Technology Asset Management (ITAM), and Information Technology Operations Management (ITOM).
• Extensive experience using, defining, and generating reports such as status, statistics, and analysis from ServiceNow for communication and periodic reporting of SaaS applications and solutions across the enterprise.
• Experience with AI technologies such as Microsoft Copilot, Claude, or similar tools.
• Experience using tools to resolve application performance issues.
• Experience with metrics, analytics, and logging.
• Experience working in an Agile environment and collaborating with cross-functional teams.

Skills

• Primary Skills: SaaS Implementation, SaaS Administration, ServiceNow, SDLC, Technical Support, SaaS Configuration, SaaS Customization
• Secondary Skills: Salesforce, ServiceNow ITSM, ITAM, ITOM, Vendor Management, Contract Management, Dashboards & Reporting, AI Technologies, Algorithms & Data Structures, Test Automation, Metrics, Analytics, Logging, Agile