CRM Engineer - ServiceNow

Seisiunanalytics; Mumbai; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Seisiunanalytics seeks a senior CRM Engineer – ServiceNow for a global role spanning Mumbai, Chennai, and Bangalore. You will design and implement CRM/CSM workflows, integrations, and AI-enabled automation, collaborating with international stakeholders to strengthen ServiceNow capabilities.

This senior role demands hands-on development, governance, and strategic thinking. You will drive next-generation CRM accelerators, contribute to GenAI/Agentic AI initiatives, and deliver scalable solutions

Qualifications

• 7+ years of ServiceNow development experience with CRM/CSM workflows and AI-powered capabilities.
• Hands-on ServiceNow Developer experience in enterprise/consulting environments.
• Strong understanding of customer service operations and CRM workflow automation.
• Expertise in JavaScript Glide APIs, Flow Designer, Script Includes, Business Rules, UI Policies, and IntegrationsHub.

Responsibilities

• Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflows, and custom apps.
• Develop and enhance CSM workflows including Case Management, Omnichannel Engagement, Knowledge Management, and self-service portals.
• Implement intelligent customer workflows with Now Assist GenAI skills and AI agents; configure workflows and integrations.
• Build AI-powered customer support automation and conversational workflow solutions.
• Develop integrations using REST/SOAP APIs, IntegrationHub, MID Server, and external systems.
• Support workflow orchestration across customer operations and enterprise applications; participate in governance and upgrades.

Skills

ServiceNow

CRM/CSM workflows

JavaScript

IntegrationHub

GenAI / AI Agents

Tools

REST APIs

MID Server

Webhooks

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