The Role
Lead the technical direction, architecture, design, development, configuration, and delivery of ServiceNow Customer Service Management solutions. Build CSM data models, case management, self-service experiences, integrations, automation, scripts, scoped applications, and deployment pipelines. Support CLM, order management, CPQ, telecom product catalogs, testing, defect resolution, and release activities. Ensure scalability, performance, code quality, and alignment with business objectives while leading development teams.
Summary Generated by Built In
Project Role : Custom Software Engineering Lead
Project Role Description : Own the technical direction and architecture of custom software solutions, leading teams through design and delivery. Set development standards and ensure code quality, scalability, and performance aligned to business objectives.
Must have skills : ServiceNow
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Role Overview
ServiceNow Developer with Customer Service Management (CSM) as the primary skill, supporting the ServiceNow implementation by designing and building core CSM capabilities, with working knowledge of CLM, integrations and platform automation as secondary skills.
Primary Responsibilities – CSM
-Design, develop and configure ServiceNow Customer Service Management (CSM) solutions end to end.
-Implement in-depth CSM data concepts, including the product model and account model (consumer, households, accounts, contacts, relationships).
-Configure case management, case lifecycle, assignment, routing, SLAs, escalations and agent workspace experiences.
-Build customer self-service journeys using Service Portal and the Now Experience Framework (UI Builder).
-Configure CSM catalog items, order status and service journeys aligned to Quote-to-Order and Order Management processes.
-Develop scripts, business rules, script includes, ACLs and scoped applications following CSM best practices.
-Support CSM data migration, environment setup, update set / pipeline deployment and release activities.
-Triage CSM defects, perform root-cause analysis and support SIT, UAT and hypercare.
Secondary Responsibilities
-Support Contract Lifecycle Management (CLM) configuration – Sales Agreements, Service Contracts and Entitlements – as they surface within CSM processes.
-Build integrations using IntegrationHub and TMF APIs to CRM, billing, CPQ and order management systems.
-Implement automation with Flow Designer, Playbooks and Now Assist (AI capabilities).
-Support CPQ-related journeys and telecom product catalog configuration.
-Apply a sound understanding of Order Management (OMT/SOMT) – order capture, decomposition and orchestration – treated as a secondary skill alongside CLM.
Mandatory Skills
-Strong hands-on CSM development and configuration experience on the ServiceNow platform.
-In-depth knowledge of the CSM data model, product model and account model.
-JavaScript, Glide APIs, scripting and scoped application development.
-Service Portal / Now Experience Framework (UI Builder).
-Working knowledge of CLM and OMT/SOMT concepts and IntegrationHub / REST / SOAP integrations.
-Knowledge of the Configure Price Quote (CPQ) concept.
Preferred Skills
-Telecommunications industry experience and telecom product catalog management.
-Hands-on exposure to OMT/SOMT order orchestration and Quote-to-Order processes.
-Flow Designer, Playbooks, Now Assist and ATF automated testing.
Certifications
-Mandatory: ServiceNow CSA, CIS-CSM
-Preferred: ServiceNow CAD, SOMT Accreditation, other relevant ServiceNow implementation certifications
15 years full time education
Project Role Description : Own the technical direction and architecture of custom software solutions, leading teams through design and delivery. Set development standards and ensure code quality, scalability, and performance aligned to business objectives.
Must have skills : ServiceNow
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Role Overview
ServiceNow Developer with Customer Service Management (CSM) as the primary skill, supporting the ServiceNow implementation by designing and building core CSM capabilities, with working knowledge of CLM, integrations and platform automation as secondary skills.
Primary Responsibilities – CSM
-Design, develop and configure ServiceNow Customer Service Management (CSM) solutions end to end.
-Implement in-depth CSM data concepts, including the product model and account model (consumer, households, accounts, contacts, relationships).
-Configure case management, case lifecycle, assignment, routing, SLAs, escalations and agent workspace experiences.
-Build customer self-service journeys using Service Portal and the Now Experience Framework (UI Builder).
-Configure CSM catalog items, order status and service journeys aligned to Quote-to-Order and Order Management processes.
-Develop scripts, business rules, script includes, ACLs and scoped applications following CSM best practices.
-Support CSM data migration, environment setup, update set / pipeline deployment and release activities.
-Triage CSM defects, perform root-cause analysis and support SIT, UAT and hypercare.
Secondary Responsibilities
-Support Contract Lifecycle Management (CLM) configuration – Sales Agreements, Service Contracts and Entitlements – as they surface within CSM processes.
-Build integrations using IntegrationHub and TMF APIs to CRM, billing, CPQ and order management systems.
-Implement automation with Flow Designer, Playbooks and Now Assist (AI capabilities).
-Support CPQ-related journeys and telecom product catalog configuration.
-Apply a sound understanding of Order Management (OMT/SOMT) – order capture, decomposition and orchestration – treated as a secondary skill alongside CLM.
Mandatory Skills
-Strong hands-on CSM development and configuration experience on the ServiceNow platform.
-In-depth knowledge of the CSM data model, product model and account model.
-JavaScript, Glide APIs, scripting and scoped application development.
-Service Portal / Now Experience Framework (UI Builder).
-Working knowledge of CLM and OMT/SOMT concepts and IntegrationHub / REST / SOAP integrations.
-Knowledge of the Configure Price Quote (CPQ) concept.
Preferred Skills
-Telecommunications industry experience and telecom product catalog management.
-Hands-on exposure to OMT/SOMT order orchestration and Quote-to-Order processes.
-Flow Designer, Playbooks, Now Assist and ATF automated testing.
Certifications
-Mandatory: ServiceNow CSA, CIS-CSM
-Preferred: ServiceNow CAD, SOMT Accreditation, other relevant ServiceNow implementation certifications
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.
Skills Required
- Minimum 5 years of professional experience
- 15 years of full-time education
- Strong hands-on ServiceNow Customer Service Management development and configuration experience
- In-depth knowledge of ServiceNow CSM, product, and account data models
- JavaScript, Glide APIs, scripting, and scoped application development
- Service Portal and Now Experience Framework UI Builder experience
- Working knowledge of Contract Lifecycle Management and Order Management concepts
- IntegrationHub, REST, and SOAP integration experience
- Knowledge of Configure Price Quote concepts
- ServiceNow CSA certification
- ServiceNow CIS-CSM certification
- Telecommunications industry experience and telecom product catalog management
- Hands-on OMT/SOMT order orchestration and Quote-to-Order experience
- Experience with Flow Designer, Playbooks, Now Assist, and ATF automated testing
- ServiceNow CAD or SOMT Accreditation certification
Accenture Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Accenture and has not been reviewed or approved by Accenture.
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Healthcare Strength — Pay is considered competitive when paired with robust insurance options and other perks that compare well with large consulting and IT services peers. Multiple national medical plan options plus dental and vision are positioned as a core strength of the overall package.
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Retirement Support — Retirement support is positioned as a standout feature through a 401(k) dollar-for-dollar match up to a set percentage after eligibility. The package is reinforced by additional financial programs such as savings tools and related resources.
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Parental & Family Support — Parental and caregiving supports are presented as a meaningful benefit differentiator through substantial paid parental leave and multiple caregiver-oriented programs. Backup care and fertility/adoption/surrogacy navigation and reimbursements add breadth to family support beyond leave alone.
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The Company
What We Do
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 500,000+ people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
