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 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

POSITION TITLE Manager, ServiceNow R&D Engineer Lead - CSM

ROLE SUMMARY As the CSM Engineering lead you will be at the forefront of the digital transformation journey. You will leverage your technical expertise to drive the design, development, and delivery of enterprise grade Customer Service Management solutions on the ServiceNow platform. Your role will be pivotal in ensuring that our Colleagues have access to the services they need to support the operations.


ROLE RESPONSIBILITIES

The ServiceNow CSM Engineering Lead is a strategic technical leader responsible for architecting, delivering, and governing enterprise-grade Customer Service Management solutions on the ServiceNow platform. This role drives the transformation of customer service operations by designing scalable digital workflows, optimizing case and knowledge management processes, and enabling seamless omnichannel engagement.
Acting as the platform s engineering authority, the CSM Engineering Lead oversees end to end solution delivery—from requirement shaping and technical design to development, testing, deployment, and operational support. They ensure all CSM capabilities are engineered using best practice configurations, robust integrations, and strong architectural principles aligned with enterprise governance, security, and compliance frameworks.
The role leads and mentors a multidisciplinary engineering team, guiding them on technical execution, coding standards, solution consistency, and continuous improvement. Through close partnership with Product Owners, Architects, Process SMEs, and business stakeholders, the Lead translates service experience strategies into actionable solutions that improve agent productivity, reduce case handling times, and enhance customer satisfaction.

BASIC QUALIFICATIONS

Applicant must have a Bachelor s degree with at least four years of relevant experience OR Master s degree with two years of relevant experience.
3 years of ServiceNow experience.
ServiceNow Certified System Administrator and ServiceNow Certified Application Developer.
Demonstrate project development, communication, and documentation skills to organize successful delivery of ServiceNow ECP based solutions.
Demonstrate ability to work and communicate collaboratively with different business areas to deliver ECP based solutions.
Comfortable working with translating functional requirements into technical designs.
Excellent communication skills are crucial.

PREFERRED QUALIFICATIONS

CSM ServiceNow Implementor Certification
Experience leading development teams in a non-manager capability. You are a strong team player, able to collaborate effectively with colleagues and contractors across different functions and levels. You have a customer-focused mindset and are committed to delivering high-quality solutions that meet the needs of our users.
Strong problem-solver, able to troubleshoot complex issues and find innovative solutions. You have a strong ability to understand business processes and identify technical solutions.
Keen eye for detail and a commitment to accuracy. You understand the importance of sustainable development and best-practice, out-of-the-box solutions.
Able to clearly articulate technical concepts to non-technical stakeholders, and effectively manage expectations around project deliverables and timelines.
Experience working in an Agile project environment (SAFe or Scrum preferred) with an emphasis on frequently delivering functional software releases at a sustainable pace. Excellent communication skills are crucial.

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 

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