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

Summary:
As a Custom Software Engineer, a typical day involves creating tailored software solutions by designing, coding, and improving various components within systems or applications. The role requires working with contemporary development frameworks and following agile methodologies to ensure the delivery of scalable and efficient solutions that meet unique business requirements. Collaboration with different teams and continuous refinement of software elements are integral parts of the daily workflow, fostering innovation and responsiveness to evolving project demands.
- We are looking for a Senior ServiceNow SME to join our Engineering Platforms team, supporting the evolution of our Standard Application Release (SAR) and change governance capabilities. You will be a subject matter expert in ServiceNow's DevOps Change Velocity Module, working at the intersection of change management, pipeline automation, and compliance.
This role is central to our Route to Live programme — helping us automate ServiceNow change record creation, integrate with GitLab pipelines, and ensure our change governance controls are robust, auditable, and fast.

Roles & Responsibilities:
- Own the design, configuration, and continuous improvement of the ServiceNow DevOps Change Velocity Module, including automated change record creation triggered from GitLab pipelines
- Lead the GitLab–ServiceNow integration, ensuring pipeline evidence (test results, vulnerability scans, MR metadata) is automatically attached to change records
- Define and maintain change governance guardrails within ServiceNow, including automated approval workflows, evidence capture, and audit trail generation
- Collaborate with the Route to Live and RTL Compliance teams to extend SAR to new change types (e.g., Maintenance is greater than Security Patching)
- Advise on change categorization, risk assessment, and approval workflows in alignment with internal change management policy
- Support onboarding of application teams onto SAR, providing guidance on ServiceNow record structure and pipeline integration patterns
- Contribute to the design of scope enforcement and automated guardrails that prevent misuse of change pathways

Professional & Technical Skills:
- Must To Have Skills: Proficiency in ServiceNow IT Service Management (ITSM).
- Experience with scripting and automation within the ServiceNow platform to customize workflows and enhance functionality.
- Strong understanding of IT service management processes and best practices.
- Ability to troubleshoot and resolve complex technical issues related to ServiceNow applications.
- Familiarity with integration techniques and APIs to connect ServiceNow with other enterprise systems.
- ServiceNow Certified Application Developer accreditation (mandatory)
- Deep hands-on experience with the ServiceNow DevOps Change Velocity Module
- Proven experience integrating ServiceNow with GitLab, including pipeline triggers, webhook configuration, and evidence attachment
- Strong understanding of GitLab pipelines, CI/CD workflows, and source code management practices
- Solid knowledge of change governance frameworks — change categorization (Cat 1/2/3), approval workflows, Independent Checker requirements, and audit evidence standards
- Experience designing and implementing automated change record creation from pipeline events
- Familiarity with ITSM concepts: change advisory boards, risk assessment, conflict/HAP checking, and maintenance change types

Desirable Skills:
- Experience with vulnerability management tooling (SAST, dependency scanning, container scanning) and integrating scan results into change evidence
- Understanding of RIAM or equivalent risk classification frameworks
- Experience in regulated financial services or similarly governed environments

Additional Information:
- The candidate should have minimum 5 years of experience in ServiceNow IT Service Management (ITSM).
- This position is based at our Gurugram office.
- A 15 years full time education is required.

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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