CRM Engineer - ServiceNow (Global role)

About the Position

Atos is seeking a CRM Engineer - ServiceNow for a global role. As a ServiceNow Developer – CRM, AI & Intelligent Workflow Automation, you will design, configure, and develop advanced solutions on the ServiceNow platform with a strong focus on Customer Service Management (CSM), CRM workflows, AI-driven automation, customer operations, and digital workflow transformation.

Responsibilities

• Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflow modules, and custom applications.
• Develop and enhance Customer Service Management (CSM) workflows including: Case Management, Customer Interaction Management, Omnichannel Engagement, Knowledge Management, Service Request Automation, and Customer Self-Service Portals.
• Implement intelligent customer workflows using: Now Assist, GenAI Skills, AI Agents, Configure workflows, business rules, client scripts, UI policies, script includes, catalogs, and integrations.
• Develop AI-powered customer support automation and conversational workflow solutions.
• Build and maintain scoped applications using ServiceNow Studio.
• Develop integrations using REST/SOAP APIs, IntegrationHub, MID Server, and external CRM/enterprise systems.
• Support workflow orchestration across customer operations, support systems, and enterprise applications.
• Participate in CMDB, CI lifecycle management, and CSDM-aligned service modeling initiatives.
• Translate functional and technical requirements into scalable and efficient technical solutions.
• Ensure compliance with ServiceNow development best practices, security guidelines, and coding standards.
• Conduct unit testing, debugging, defect resolution, and technical troubleshooting.
• Participate in peer reviews and contribute to development governance standards.
• Support platform upgrades, enhancements, and release management activities.
• Participate in AI-driven customer workflow automation and enterprise integration initiatives. Contribute to reusable CRM workflow frameworks, accelerators, and automation assets.
• Participate in solution design workshops and technical discussions with customer operations and business teams.
• Support deployment, UAT, hypercare, and post-production stabilization activities.

Requirements

• 5+ years of relevant ServiceNow platform development experience with expertise in CRM/CSM workflows, intelligent workflow automation, enterprise integrations, CMDB/CSDM implementations, and AI-powered ServiceNow capabilities.
• Hands-on experience as a ServiceNow Developer in enterprise or consulting environments.
• Strong understanding of customer service operations, digital customer engagement, and CRM workflow automation.
• Expertise in: JavaScript, Glide APIs, Flow Designer, Script Includes, Business Rules, Client Scripts, UI Policies, Integrations.
• HubStrong experience with ServiceNow Customer Service Management (CSM) and related modules such as: CSM, ITSM, Service Catalog, HRSD, ITOM, Custom Application.
• Experience implementing: Case Management workflows, Customer lifecycle workflows, Omnichannel support experiences, Customer self-service solutions.
• Knowledge-driven support automation Experience with: Now Assist, GenAI Skills, AI Agents / Agentic Workflows, AI Search.
• Predictive Intelligence Working knowledge of: CMDB architecture, CSDM framework, CI relationships, Service Mapping concepts. Familiarity with A2A and MCP-based AI integration approaches is an advantage.
• Understanding of scoped applications, update sets, CI/CD.

We Offer

• Competitive salary
• Permanent - Remote Position
• Working Timing - US Time Zone

About the Company

Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience, and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements.

With more than 54,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees, and society. Atos also provides consulting and advisory services through its Atos Amplify brand.

A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts.

Choose your future. Choose Atos.