Custom Software Engineering Lead

We Love AI Jobs; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Accenture Federal Services in Hyderabad seeks a Senior ServiceNow Engineer leading CSM delivery. You will design and implement end-to-end CSM solutions, integrate with CRM/CPQ, and enable automation via Now Assist. Experience with data models, case lifecycle, and customer journeys is essential.

The role focuses on on-site development of ServiceNow CSM with CLM/OMT awareness and strong scripting skills; CSA/CIS-CSM certifications are preferred.

Qualifications

• Strong hands-on CSM development and configuration on the ServiceNow platform.
• In-depth knowledge of the CSM data model, product model and account model.
• Proficient in JavaScript, Glide APIs, scripting and scoped app development.

Responsibilities

• Design, develop and configure ServiceNow CSM solutions end to end.
• Implement CSM data concepts, including product and account models.
• Configure case management, lifecycle, routing, SLAs, and agent workspace.
• Build customer self-service journeys using Service Portal and UI Builder.
• Configure CSM catalog items and service journeys aligned to order management.
• Develop scripts, business rules, and integrations using IntegrationHub.

Skills

ServiceNow

CSM

JavaScript

Glide APIs

Now Experience Framework

UI Builder

IntegrationHub

REST/SOAP integrations

Flow Designer

TP/Automation

Education

15 years full-time education

Tools

Service Portal

CD/CI tooling

Now Assist (AI capabilities)

Job description

# Custom Software Engineering LeadAccenture Federal ServicesHyderabadFull-timeAI tools:Now AssistUpload your resume once and Scout applies for youApply with ScoutShare this job:LinkedInXSave imageLead technical delivery of ServiceNow Customer Service Management capabilities, building case management, customer self-service, and related workflows. The role also supports integrations and contract lifecycle processes, with Now Assist listed among the platform automation capabilities.* Permanent* On-site* 5+ years* 15 years full-time education### Skills and expertiseServiceNowCustomer Service Management (CSM)JavaScriptGlide APIsService PortalNow Experience Framework (UI Builder)IntegrationHubREST/SOAP integrations### Key responsibilities* Design and configure ServiceNow CSM capabilities, including case management and customer self-service.* Build scripts, integrations, and platform workflows following CSM best practices.* Support data migration, releases, testing, and defect analysis.## How this job comparesCompared with 277 open lead engineering jobs on October 10, 2026.Similar open jobs: We Love AI Jobs lists 277 open lead engineering jobs at 62 companies.Remote work: This job is on site. 80 of the 277 lead engineering jobs (29%) are remote.AI in this role: Low. The company works with AI, but AI is a small part of this role's daily work. The role is primarily ServiceNow CSM development, and Now Assist is listed as one secondary automation capability. The posting does not indicate that AI work is a typical daily focus.## Full descriptionProject Role : Custom Software Engineering LeadProject 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 : ServiceNowGood to have skills : NAMinimum 5 year(s) of experience is requiredEducational Qualification : 15 years full time educationRole OverviewServiceNow 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 Designer, Playbooks and Now Assist (AI capabilities).-Support CPQ-related journeys and telecom product catalog configuration.-Apply a sound understanding of Order Management (OMT/SOMT) – order capture, decomposition and orchestration – treated as a secondary skill alongside CLM.Mandatory Skills-Strong hands-on CSM development and configuration experience on the ServiceNow platform.-In-depth knowledge of the CSM data model, product model and account model.-JavaScript, Glide APIs, scripting and scoped application development.-Service Portal / Now Experience Framework (UI Builder).-Working knowledge of CLM and OMT/SOMT concepts and IntegrationHub / REST / SOAP integrations.-Knowledge of the Configure Price Quote (CPQ) concept.Preferred Skills-Telecommunications industry experience and telecom product catalog management.-Hands-on exposure to OMT/SOMT order orchestration and Quote-to-Order processes.-Flow Designer, Playbooks, Now Assist and ATF automated testing.Certifications-Mandatory: ServiceNow CSA, CIS-CSM