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 Human Resource Service Delivery (HRSD)

Positive 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.

📌 Custom Software Engineer (Bengaluru)
🏢 Accenture
📍 Bengaluru