CRM Engineer – ServiceNow

🕒 August 12

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Atos

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Atos is a global leader in digital transformation, providing a wide range of solutions and services across industries. The company specializes in cloud and infrastructure services, digital business platforms, technology consulting, and cybersecurity, with a focus on enhancing user experiences and supporting enterprise digital journeys. Atos is committed to sustainability and innovation, partnering with various organizations to drive digital advancements, such as its role as the official IT partner for the UEFA and the Olympic Games.

📋 Description

• Design, configure, and develop ServiceNow solutions across CRM, CSM, enterprise workflow modules, and custom applications • Develop and enhance 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 and 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 REST/SOAP API, IntegrationHub, MID Server, and external CRM/enterprise system integrations • 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 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 development governance standards • Support platform upgrades, enhancements, and release management • Contribute to AI-driven customer workflow automation, enterprise integration initiatives, 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 • 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, and integrations • Strong experience with ServiceNow Customer Service Management (CSM) and related modules such as CSM, ITSM, Service Catalog, HRSD, ITOM, and Custom Applications • Experience implementing Case Management workflows, customer lifecycle workflows, omnichannel support experiences, customer self-service solutions, and knowledge-driven support automation • Experience with Now Assist, GenAI Skills, AI Agents/Agentic Workflows, AI Search, and Predictive Intelligence • Working knowledge of CMDB architecture, CSDM framework, CI relationships, and Service Mapping concepts • Familiarity with A2A and MCP-based AI integration approaches is an advantage • Understanding of scoped applications, update sets, and CI/CD

🏖️ Benefits

• Diversity and inclusion embedded in Atos's DNA • Fair work environment • ESG and CSR commitment