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 professional 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, enhancements

Monitor performance and platform health:

o Events, logs, slow transactions

Optimize processes using:

o KPI dashboards, trend analysis, and continuous service improvement (CSI)

Integrations & Automation (optional)

Integrate with enterprise tools like

o AD/Entra ID (Azure AD), Email, Monitoring tools, Asset tools

Work with REST/SOAP APIs, MID Server, import sets, transform maps

Professional & Technical Skills:

Strong understanding of ITSM processes ITIL aligned

o Incident / Problem / Change / Request lifecycle

Knowledge of:

o SLA definitions, priority matrices Impact Urgency

o Assignment groups, escalation rules, approvals, notifications

Strong CMDB fundamentals:

o CI classes, relationships, data quality, and lifecycle basics

ServiceNow Platform Skills

Hands-on experience with:

o Tables, forms, views, list layouts

o Security: roles, groups, ACL concepts

o Reporting & dashboards

Scripting knowledge required

o JavaScript basics, Glide API, Script Includes

Delivery & Communication

Requirement gathering and stakeholder management

Ability to write functional specs and solution documentation

Agile/Scrum experience is preferred

Additional Information:

ITIL Foundation certification

ServiceNow CSA Certified System Administrator

ServiceNow CAD Certified Application Developer

ServiceNow implementation certifications:

o ITSM Implementer ITSM CIS

Experience with:

o Service Catalog design standards

o CSDM awareness

o Integrations via Integration Hub

o ATF Automated Test Framework

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.