Custom Software Engineer

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:

• Incident, Problem, Change Enablement
• Request Fulfillment / Service Catalog
• Knowledge Management
• CMDB / CSDM alignment (where applicable)
• SLAs, Notifications, Assignments, Approvals, ATFs
  
  

Translate business requirements into ServiceNow solutions:

• User stories, acceptance criteria, process mapping, and solution design
  
  

Create/modify workflows using:

• Flow Designer
• 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:

• CAB enablement in Change
• 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:

• Events, logs, slow transactions
  
  

Optimize processes using:

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

Integrations & Automation (optional)

Integrate with enterprise tools like

• 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

• Incident / Problem / Change / Request lifecycle
  
  

Knowledge of:

• SLA definitions, priority matrices Impact Urgency
• Assignment groups, escalation rules, approvals, notifications
  
  

Strong CMDB fundamentals:

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

ServiceNow Platform Skills

Hands-on experience with:

• Tables, forms, views, list layouts
• Security: roles, groups, ACL concepts
• Reporting & dashboards
  
  

Scripting knowledge required

• 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:

• ITSM Implementer ITSM CIS
  
  

Experience with:

• Service Catalog design standards
• CSDM awareness
• Integrations via Integration Hub
• ATF Automated Test Framework