Project Role : Packaged/SaaS Application Engineer

Project Role Description : Configure and support packaged or SaaS applications to adapt features, manage releases, and ensure system stability. Use standard tools, APIs, and low-code platforms to align solutions with business needs while preserving compatibility and performance.

Must have skills : ServiceNow

Positive to have skills : NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Role Overview

ServiceNow Developer with Customer Service Management (CSM) as the primary skill, supporting the ServiceNow implementation by designing and building core CSM capabilities, with working knowledge of CLM, integrations and platform automation as secondary skills.

Primary Responsibilities – CSM

• Design, develop and configure ServiceNow Customer Service Management (CSM) solutions end to end.
• Implement in-depth CSM data concepts, including the product model and account model (consumer, households, accounts, contacts, relationships).
• Configure case management, case lifecycle,



assignment, routing, SLAs, escalations and agent workspace experiences.
• Build customer self-service journeys using Service Portal and the Now Experience Framework (UI Builder).
• Configure CSM catalog items, order status and service journeys aligned to Quote-to-Order and Order Management processes.
• Develop scripts, business rules, script includes, ACLs and scoped applications following CSM best practices.
• Support CSM data migration, environment setup, update set / pipeline deployment and release activities.
• Triage CSM defects, perform root-cause analysis and support SIT, UAT and hypercare.

Secondary Responsibilities

• Support Contract Lifecycle Management (CLM) configuration – Sales Agreements, Service Contracts and Entitlements – as they surface within CSM processes.
• Build integrations using IntegrationHub and TMF APIs to CRM, billing, CPQ and order management systems.
• Implement aut

📌 Packaged/SaaS Application Engineer (Hyderabad)
🏢 Accenture in India
📍 Hyderabad