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Custom Software Engineer

Accenture -
Chennai, Tamil Nadu

Apply Now

Job details

Full-time

Qualifications

Jira
ITIL Certification
IT service management
English
Quality management
Information security
Analysis skills
Project management
Confluence
ITIL
Organisational skills
Agile
ISO 27001
Business requirements
Process management
Communication skills
German

Full job description

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 : Project Management Office (PMO) Mobilization & Run
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an IT Process Manager within the IT Service Management
department, you are responsible for the design, implemen
tation, optimization, and governance of ITSM processes
across the organization. Acting as a central interface be
tween IT operations, infrastructure, product teams, and busi
ness stakeholders, you ensure that IT services are delivered
efficiently, securely, compliantly, and in line with business
requirements.
You play a key role in establishing standardized, auditable,
and scalable ITSM processes based on the ITIL framework,
ensuring alignment with ISO 27001 and KRITIS requirements,
and supporting the ongoing transformation of the ITSM tool
landscape.

Roles & Responsibilities:
IT Service Management & Process Ownership

Own, define, and continuously improve ITSM processes in accordance with the ITIL framework, with a strong focus on Incident, Problem, and Change Management
Act as Process Owner for core ITSM processes, ensuring clear process definitions, roles, responsibilities, and KPIs
Ensure consistent process execution and quality across all IT service teams and regions ITSM Tools & Platform Management
Design and maintain ITSM processes within:
Atlassian Jira Service Management (JSM)
Atlassian Jira
Atlassian Confluence
Support and actively contribute to the migration from Topdesk (legacy solution) to Jira Service Management, including:
Process mapping and redesign
Tool configuration support from a process perspective
User enablement and documentation
Ensure process documentation and knowledge articles are consistently maintained in Confluence Service Lifecycle Management
Govern the full service lifecycle, from service design and transition to operation and continual service improvement
Maintain and evolve the IT Service Catalogue and Service Descriptions, ensuring transparency and alignment with business needs
Define service acceptance criteria, handover standards, and operational readiness requirements Governance, Compliance & Security
Define ITSM processes in compliance with ISO 27001, KRITIS, and internal security policies
Ensure audit-ready process documentation, evidence, and reporting
Support internal and external audits, including preparation, execution, follow-up, and remediation tracking
Collaborate closely with Information Security, Risk, and Compliance teams Coordination & Stakeholder Management
Coordinate all ITSM-related activities across IT Infrastructure, IT Products, IT Services, and business units
Act as an internal consultant for ITSM best practices, governance, and service quality
Facilitate workshops, process reviews, and continuous improvement initiatives with stakeholders Reporting & Continuous Improvement
Define and monitor ITSM KPIs, SLAs, and OLAs
Analyze operational data to identify process weaknesses and improvement opportunities
Drive Continual Service Improvement (CSI) initiatives based on data, audits, and stakeholder feedback

Professional & Technical Skills:
Professional Qualifications

Academic degree in Business Informatics, IT Management, Computer Science, or comparable qualification
3–5+ years of hands-on experience in IT Service Management or IT process management
Strong practical experience with ITIL-based processes
ITIL certification (ITIL Expert / ITIL 4 Managing Professional or equivalent preferred) Technical & Methodological Skills
Strong understanding of ITSM tools, ideally:
Jira Service Management
Jira
Confluence
Experience with ITSM tool migrations or transformations
Knowledge of ISO 27001, audit requirements, and regulated IT environments (e.g. KRITIS)
Ability to translate business requirements into scalable IT processes
Experience with KPI definition, reporting, and service quality management General & Personal Skills
Strong analytical and conceptual thinking
High service and customer orientation
Excellent communication and moderation skills across technical and non-technical audiences
Ability to work independently as well as in crossfunctional, international teams
High level of resilience, adaptability, and problemsolving capability
Strong organizational skills and attention to detail
Cost awareness and understanding of service efficiency
Fluent English (written and verbal) German is an advantage

Additional Information:

The candidate should have minimum 12 years of experience in Project Management Office (PMO) Mobilization & Run.
This position is based at our Chennai office.
A 15 years full time education is required.

15 years full time education

Apply Now

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