CRM Engineer - ServiceNow

Seisiunanalytics; Mumbai; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

Seisiunanalytics is seeking an experienced CRM Engineer for ServiceNow, a global leadership role based in Mumbai/Chennai/Bangalore. You will design, implement, and optimize CRM/CSM workflows, IA-driven automation, and enterprise integrations while aligning with technology strategy at a worldwide scale.

You will lead development, governance, and upgrade activities, collaborating with product leaders, architects, and international teams to build scalable solutions and differentiated IP in the

Qualifications

• 7+ years of ServiceNow platform development experience with CRM/CSM workflows, intelligent automation, enterprise integrations, CMDB/CSDM implementations, and AI-powered capabilities.
• Hands-on ServiceNow Developer experience in enterprise or consulting environments.
• Strong understanding of customer service operations and CRM workflow automation.
• Expertise in JavaScript Glide APIs, Flow Designer, Script Includes, Business Rules, Client Scripts, UI Policies, IntegrationHub.
• Experience with CSM ITSM, Service Catalog, HRSD, ITOM, and custom applications.
• Knowledge-driven support automation; Now Assist GenAI Skills, AI Agents/Agentic Workflows, AI Search.
• Knowledge of CMDB architecture, CI relationships, Service Mapping; familiarity with A2A and MCP-based AI integration is a plus.

Responsibilities

• Design, configure, and develop solutions on the ServiceNow platform across CRM/CSM and custom applications.
• Develop AI-powered customer workflows and intelligent automation.
• Build and maintain scoped applications using ServiceNow Studio.
• Create and optimize integrations via REST/SOAP APIs, IntegrationHub, and MID Server.
• Support platform upgrades, release management, and governance standards.
• Collaborate with stakeholders across regions and participate in workshops.

Skills

ServiceNow development

CRM/CSM workflows

JavaScript

Flow Designer

IntegrationHub

CMDB/CSDM

GenAI / AI Agents

REST/SOAP APIs

Tools

MID Server

UI Policies

Job description

CRM Engineer – ServiceNow (Global role)

Location Mumbai / Chennai / Bangalore

Scope of the Role:

• "ServiceNow CRM engineer" is a senior technicalleadership position within the Global ServiceNow Portfolio Organization,reporting directly to the CTO / Portfolio Lead and operating as a keymember of the global leadership team.
• Working closely with international stakeholders, product leaders,architects, and engineering teams across regions, the role drivesengineering innovation and technology strategy at a global scale.
• The position is responsible for leading the development ofnext-generation CRM accelerators, shaping the architecture of advancedGenAI and Agentic AI capabilities, and building differentiatedintellectual property that strengthens Atos' global ServiceNow portfolioand market leadership. The role combines deep technical expertise withstrategic influence, driving innovation initiatives, technologydecisions, and long-term platform capabilities across the worldwideorganization.

Key Responsibilities:

• Design, configure, and develop solutions on the ServiceNow platformacross CRM, CSM, enterprise workflow modules, and custom applications.
• Develop and enhance Customer Service Management (CSM) workflowsincluding Case Management, Customer Interaction Management, OmnichannelEngagement, Knowledge Management, Service Request Automation andCustomer Self-Service Portals.
• Implement intelligent customer workflows using Now Assist GenAISkills AI Agents Configure workflows, business rules, client scripts, UIpolicies, 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 enterpriseintegration initiatives. Contribute to reusable CRM workflowframeworks, 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.

Required Experience & Capabilities:

• 7+ years of relevant ServiceNow platform development experience withexpertise in CRM/CSM workflows, intelligent workflow automation,enterprise integrations, CMDB/CSDM implementations, and AI-poweredServiceNow 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 IntegrationHub
• Strong experience with ServiceNow Customer Service Management (CSM)and related modules such as CSM ITSM Service Catalog HRSD ITOM CustomApplications
• Experience implementing Case Management workflows Customer lifecycleworkflows Omnichannel support experiences Customer self-servicesolutions
• Knowledge-driven support automation Experience with Now Assist GenAI Skills AI Agents / Agentic Workflows AI Search
• Predictive Intelligence Working knowledge of CMDB architecture CSDMframework CI relationships Service Mapping concepts Familiarity with A2Aand MCP-based AI integration approaches is an advantage.
• Understanding of scoped applications, update sets, CI/CD