Project Role: Custom Software Engineer
Project Role Description: Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills: Service Now IT Service Management (ITSM)
Good to have skills : NA
Minimum 3 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

The Service Now ITSM professional is responsible for designing, configuring, developing, and continuously improving IT Service Management processes and solutions on the Service Now platform. This role focuses on implementing and optimizing ITSM workflows such as Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB, SLAs, and Reporting, ensuring alignment with ITIL best practices, governance standards, and business requirements.

Roles & Responsibilities: ITSM Process & Platform Delivery

Configure and maintain core ITSM modules: o Incident, Problem, Change Enablement

o Request Fulfillment / Service Catalog
o Knowledge Management
o CMDB / CSDM alignment (where applicable)

o SLAs, Notifications, Assignments, Approvals, ATFs

Translate business requirements into Service Now solutions: o User stories, acceptance criteria, process mapping, and solution design

Create/modify workflows using: o Flow Designer

o Business Rules, Client Scripts, UI Policies, Script Includes
Implement forms, lists, UI actions, record producers, and catalog items
Governance, Quality & Standards

Ensure best practices and upgrade-safe customizations

Support governance activities: o CAB enablement in Change

o Standard vs Normal vs Emergency change setup
Perform impact analysis,



solution reviews, and configuration documentation
Manage update sets / application versions, and coordinate releases across DEV–TEST–PROD
Operations & Continuous Improvement

Provide L2/L3 support for ITSM issues, bug fixes, enhancements

Monitor performance and platform health: o Events, logs, slow transactions

Optimize processes using: o KPI dashboards, trend analysis, and continuous service improvement (CSI)

Integrations & Automation (optional)
Integrate with enterprise tools like
o AD/Entra ID (Azure AD), Email, Monitoring tools, Asset tools

Work with REST/SOAP APIs, MID Server, import sets, transform maps

Professional & Technical Skills: Robust understanding of ITSM processes ITIL aligned

o Incident / Problem / Change / Request lifecycle

Knowledge of: o SLA definitions, priority matrices Impact Urgency

o Assignment groups, escalation rules, approvals, notifications

Strong CMDB fundamentals: o CI classes, relationships, data quality, and lifecycle basics

Service Now Platform Skills
Hands-on experience with: o Tables, forms, views, list layouts

o Security: roles, groups, ACL concepts

o Reporting & dashboards
Scripting knowledge required
o Java Script basics, Glide API, Script Includes
Delivery & Communication
Requirement gathering and stakeholder management
Ability to write functional specs and solution documentation

Agile/Scrum experience is preferred

Additional Information: ITIL Foundation certification

Service Now CSA Certified System Administrator

Service Now CAD Certified Application Developer

Service Now implementation certifications: o ITSM Implementer ITSM CIS

Experience with: o Service Catalog design standards

o CSDM awareness
o Integrations via Integration Hub

o ATF Automated Test Framework

📌 Custom Software Engineer (Hyderabad)
🏢 Accenture
📍 Hyderabad