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 qualified 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, enha

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