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 : ServiceNow 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 ServiceNow ITSM professional is responsible for designing, configuring, developing, and continuously improving IT Service Management processes and solutions on the ServiceNow 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: Incident, Problem, Change Enablement

Request Fulfillment / Service Catalog

Knowledge Management

CMDB / CSDM alignment (where applicable)

SLAs, Notifications, Assignments, Approvals, ATFs Translate business requirements into ServiceNow solutions: User stories, acceptance criteria, process mapping, and solution design Create/modify workflows using: Flow Designer

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: CAB enablement in Change

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: Events, logs, slow transactions Optimize processes using: KPI dashboards, trend analysis, and continuous service improvement (CSI) Integrations & Automation (optional) Integrate with enterprise tools like AD/Entra ID (Azure AD), Email, Monitoring tools, Asset tools Work with REST/SOAP APIs, MID Server, import sets, transform maps Skilled & Technical Skills: Strong understanding of ITSM processes ITIL aligned Incident / Problem / Change / Request lifecycle Knowledge of: SLA definitions, priority matrices Impact Urgency

Assignment groups, escalation rules, approvals, notifications Strong CMDB fundamentals: CI classes, relationships, data quality, and lifecycle basics ServiceNow Platform Skills Hands-on experience with: Tables, forms, views, list layouts

Security: roles, groups, ACL concepts

Reporting & dashboards Scripting knowledge required JavaScript 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 ServiceNow CSA Certified System Administrator ServiceNow CAD Certified Application Developer ServiceNow implementation certifications: ITSM Implementer ITSM CIS Experience with: Service Catalog design standards

CSDM awareness

Integrations via Integration Hub

ATF Automated Test Framework

📌 Custom Software Engineer (Bengaluru)
🏢 Accenture in India
📍 Bengaluru