Project Role : Web Developer
Project Role Description : Design, build and test web-based applications for various site components and edit site content. Document technical designs and specifications. Research and incorporate updated content for websites.
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
As a ServiceNow Support & Developer (Infra Tech Support Practitioner), you will be responsible for the end-to-end support, administration, and development of the ServiceNow platform. This includes incident and request management, platform maintenance, workflow development, and module customization. You will work across IT infrastructure layers to provide L1/L2 support, implement ITSM processes, and contribute to automation and efficiency enhancements. The role demands a mix of platform expertise, infrastructure knowledge, and hands-on development capabilities within a defined IT operating model.

Roles & Responsibilities
- ServiceNow Support & Administration:
- Provide technical L1 and L2 support for ServiceNow incidents, service requests, and platform issues.
- Manage day-to-day operations of ServiceNow ITSM modules (Incident, Problem, Change, Request).
- Perform platform administration, including user/group management, role assignments, and access control.
- Monitor system performance, usage, and health of the ServiceNow instance.
ServiceNow Development:
- Design and develop custom workflows, business rules, client scripts, UI policies, and catalog items.
- Build and maintain automation solutions for ITSM processes using ServiceNow scripting (JavaScript).
- Implement custom integrations using REST/SOAP APIs and MID Server (if applicable).
- Create and maintain reports, dashboards, and performance analytics for key ITSM metrics.
Process & Documentation:
- Contribute to the continuous improvement of ITSM processes and platform enhancements.
- Maintain and update system and solution documentation.
- Participate in sprint planning, daily stand-ups, and release management activities as part of Agile/ITIL practices.
- Engage in cross-functional collaboration with other technical and business teams.

Professional & Technical Skills
Core ServiceNow Skills:
- Minimum 3 years of hands-on experience with ServiceNow administration and development
- Strong knowledge of ITSM modules (Incident, Change, Problem, Request)
- Experience in client/server scripting (JavaScript, Glide API)
- Development of catalog items, workflows, notifications, and integrations
- Familiarity with Scoped Applications, Update Sets, and Application Lifecycle
Other Technical Competencies:
- Experience with reporting tools like Power BI or Tableau
- Good understanding of ITIL frameworks and service operations
- Experience with REST/SOAP API integrations in ServiceNow (preferred)
- Basic scripting/automation beyond ServiceNow (PowerShell, Python) is a plus

Additional Information:
- The candidate should have minimum 3 years of experience in ServiceNow IT Service Management.
- This position is based at our Pune office.
- A 15 years full time education is required.
Preferred Certifications:
- ServiceNow Certified System Administrator (CSA) – Required/Preferred
- ITIL Foundation Certification

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.