1 day ago
Hyderābād, IndiaStaff+
Responsibilities
- Own the technical direction, architecture, development standards, and delivery of custom software solutions.
- Design, develop, and configure ServiceNow Customer Service Management solutions end to end.
- Implement CSM product and account data models, including consumers, households, accounts, contacts, and relationships.
- Configure case management, routing, SLAs, escalations, agent workspaces, self-service journeys, catalog items, order status, and service journeys.
- Develop JavaScript, business rules, script includes, ACLs, and scoped applications using CSM best practices.
- Support data migration, environment setup, update-set and pipeline deployment, releases, defect triage, root-cause analysis, SIT, UAT, and hypercare.
- Support Contract Lifecycle Management configuration and build integrations with CRM, billing, CPQ, and order-management systems.
- Implement automation with Flow Designer, Playbooks, and Now Assist, and support CPQ and telecom product catalog journeys.
- Apply Order Management concepts covering order capture, decomposition, and orchestration.
Requirements
- At least 5 years of professional experience.
- 15 years of full-time education.
- Strong hands-on ServiceNow CSM development and configuration experience.
- In-depth knowledge of ServiceNow CSM, product, and account data models.
- Experience with JavaScript, Glide APIs, scripting, and scoped application development.
- Knowledge of Service Portal, Now Experience Framework, UI Builder, CLM, OMT/SOMT, IntegrationHub, REST, SOAP, and CPQ concepts.
- Mandatory ServiceNow CSA and CIS-CSM certifications.
- Preferred experience includes telecommunications, telecom product catalog management, OMT/SOMT order orchestration, Quote-to-Order processes, Flow Designer, Playbooks, Now Assist, and ATF automated testing.
- Preferred certifications include ServiceNow CAD, SOMT Accreditation, and other relevant ServiceNow implementation certifications.
Tech Stack
JavaScriptSOAP
Categories
About Accenture
Accenture is a global professional services firm providing management consulting, systems integration and technology, cybersecurity, and business process outsourcing for enterprises and governments. It operates a services-driven model delivering projects and managed services, often with major cloud and software partners, across industries worldwide. Headquartered in Dublin and publicly traded on the NYSE (ACN), it originated as Andersen Consulting and adopted the Accenture name in 2001.