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 skilled 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:
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 ServiceNow 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, enhanc

📌 Custom Software Engineer (Hyderabad)
🏢 Accenture
📍 Hyderabad