Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : ServiceNow IT Service Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Support Engineer, a typical day involves acting as a software detective by actively monitoring and diagnosing issues across various critical business systems. This role requires a dynamic approach to identifying problems and implementing effective solutions to ensure smooth and uninterrupted service delivery. The position demands continuous engagement with system components to maintain operational stability and support business functions efficiently.
Platform Ownership & Configuration: The SMAX Administrator owns the day-to-day health and configuration of the Service Management Automation X (SMAX) platform, ensuring it aligns with ITSM processes and business requirements. This includes maintaining core ITSM modules such as Incident, Problem, Change, Request, Asset, and Knowledge Management.

Roles & Responsibilities:
- Overseeing SMAX configuration and ensuring system stability and availability
- Translating stakeholder ITSM requirements into SMAX functional configurations
- Ensuring processes align with ITIL standards and organizational governance
- Configure and maintain workflows, business rules, forms, and automation policies
- Create and manage service offerings in the SMAX Service Catalog
- Ensure routing, assignment rules, and SLA logic function as designed.
- Manage user provisioning, roles, permissions, and group assignments
- Support onboarding and access requests for end users and support teams
- Maintain service and automation accounts used for integrations and bots
- SMAX and Accenture ServiceNow (SNOW) for incident e bonding and lifecycle updates
- Monitoring and alerting tools (e.g., XMatters)
- Automation platforms and APIs used for ticket creation and resolution
- Plan and execute SMAX upgrades, patches, and releases
- Coordinate change management to minimize business disruption
- Maintain parity across environments and enforce release discipline
- Troubleshoot SMAX configuration, workflow, and performance issues
- Support incident routing, SLA mapping, and integration defects
- Maintain a troubleshooting knowledge base and vendor documentation references
- Create dashboards and reports for KPIs, SLA adherence, and operational health
- Support audits and service reviews with accurate SMAX data
- Ensure data consistency across SMAX and SNOW
- Conduct training and KT sessions for new admins and support teams
- Support transition activities during role changes or vendor handovers
- Maintain platform documentation and operational runbooks

Professional & Technical Skills:
- Must To Have Skills: Proficiency in ServiceNow IT Service Management.
- Strong problem-solving abilities with a focus on root cause analysis.
- Experience in managing and troubleshooting IT service management platforms.
- Ability to work with incident, problem, and change management processes.
- Familiarity with system monitoring and alerting tools related to ITSM environments.

Additional Information:
- The candidate should have minimum 3 years of experience in ServiceNow IT Service Management.
- 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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