Project Role : Custom Software Engineering Lead

Project Role Description : Own the technical direction and architecture of custom software solutions, leading teams through design and delivery. Set development standards and ensure code quality, scalability, and performance aligned to business objectives.

Must have skills : ServiceNow

Positive to have skills : NA

Minimum 5 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 automation with Flow Designe

📌 Custom Software Engineering Lead (Hyderabad)
🏢 Accenture in India
📍 Hyderabad