Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use contemporary frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : ServiceNow Human Resource Service Delivery (HRSD)
Good to have skills : ServiceNow Customer Service Management (CSM)
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Job Summary
We are looking for an experienced ServiceNow HRSD Developer/Consultant with strong expertise in Human Resource Service Delivery (HRSD) and Customer Service Management (CSM). The ideal candidate should have experience in designing, configuring, customizing, and implementing HRSD and CSM solutions while integrating with enterprise applications and following ServiceNow best practices. HRSD implementations typically include HR Case Management, Employee Center, Knowledge Management, and employee lifecycle workflows, while CSM focuses on customer case management, omnichannel support, and service operations.
Key Responsibilities
Design, develop, and implement ServiceNow HRSD and CSM solutions.
Configure HR Case Management, Employee Center, HR Services, Knowledge Management, Lifecycle Events, and Document Management.
Configure CSM Case Management, Customer Service Portal, Agent Workspace, and Knowledge Base.
Develop custom applications using ServiceNow Studio and App Engine.
Configure Flow Designer, Integration Hub, Business Rules, Client Scripts, UI Policies, Script Includes, UI Actions, and ACLs.
Develop and maintain Service Catalog items, Record Producers, and Workflows.




Build integrations with Workday, SAP SuccessFactors, Active Directory, Azure AD, Salesforce, and other third-party systems using REST/SOAP APIs.
Customize Employee Center and Agent Workspace using UI Builder.
Develop reports, dashboards, and Performance Analytics.
Perform unit testing, ATF testing, UAT support, and production deployments.
Troubleshoot incidents and resolve production issues.
Follow Agile/Scrum methodology and participate in Sprint Planning, Daily Stand-ups, and Retrospectives.
Prepare technical documentation and knowledge transfer documents.
Required Skills
ServiceNow Modules
HRSD
CSM
Employee Center
HR Case Management
Lifecycle Events
Knowledge Management
Service Catalog
Flow Designer
Integration Hub
Agent Workspace
App Engine
Virtual Agent (Preferred)
Technical Skills
JavaScript
Glide API
Business Rules
Client Scripts
UI Policies
Script Includes
GlideAjax
REST APIs
SOAP Web Services
JSON/XML
Import Sets
Transform Maps
MID Server
ACLs
UI Builder
Integrations
REST/SOAP APIs
LDAP/Active Directory
Workday
SAP SuccessFactors
Azure AD
Microsoft Teams (Preferred)
Qualifications
Bachelor's degree in Computer Science, IT, or related field.
Strong understanding of ITIL processes.
Good analytical and problem-solving skills.




Excellent communication and stakeholder management skills.
Preferred Certifications
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified Implementation Specialist – HRSD (CIS-HRSD)
ServiceNow Certified Implementation Specialist – CSM (CIS-CSM)
ITIL Foundation Certification (Preferred)
Good to Have
Service Portal
UI Builder
Performance Analytics
Predictive Intelligence
Now Assist (AI)
ServiceNow Upgrade experience
HR and Customer Service domain knowledge
Responsibilities (Implementation)
Lead end-to-end HRSD and CSM implementations.
Gather business requirements and prepare solution design documents.
Configure out-of-the-box capabilities while minimizing customizations.
Develop integrations with enterprise systems.
Support data migration and production deployment.
Mentor junior developers and participate in code reviews.
Keywords for Resume Screening (ATS)
ServiceNow
HRSD
CSM
HR Case Management
Employee Center
Agent Workspace
Flow Designer
Integration Hub
JavaScript
Glide API
Business Rules
Client Scripts
Script Includes
REST API
SOAP
Service Catalog
UI Builder
Virtual Agent
App Engine
Performance Analytics
Knowledge Management
Lifecycle Events
Workday
SAP SuccessFactors
CSA
CAD
CIS-HRSD
CIS-CSM

Additional Information:

- The candidate should have minimum 5 years of experience in ServiceNow Human Resource Service Delivery (HRSD).
- This position is based at our Bengaluru office.
- A 15 years full time education is required.

15 years full time education

📌 Custom Software Engineer (India)
🏢 Accenture
📍 India