CRM Engineer - ServiceNow (Global role)

ATOS Information Technology Inc.; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

ATOS Information Technology Inc. is seeking a ServiceNow Developer focused on CRM/CSM workflows and intelligent automation. You will design and implement advanced ServiceNow solutions, leveraging Now Assist, GenAI, and integrations to enhance customer operations and digital workflows.

The role requires hands-on development with Glide APIs, JavaScript, and strong knowledge of CMDB/CSDM-aligned structures, targeting scalable, secure solutions for enterprise environments.

Qualifications

• 5+ years of ServiceNow platform development experience with CRM/CSM workflows and AI-powered capabilities.
• Hands-on ServiceNow Developer experience in enterprise or consulting environments.
• Strong knowledge of customer service operations and CRM workflow automation.

Responsibilities

• Design, configure, and develop ServiceNow solutions across CRM, CSM, and enterprise workflows.
• Develop CSM workflows including Case Management and Omnichannel Engagement.
• Implement intelligent workflows using Now Assist GenAI Skills and AI Agents; configure workflows 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 systems.

Skills

ServiceNow

CRM/CSM

JavaScript

Glide APIs

Now Assist GenAI

Tools

REST/SOAP APIs

IntegrationHub

MID Server

Job description

About the 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. You will closely work with architects, consultants, business stakeholders, and customer operations teams to translate business requirements into scalable, secure, and maintainable ServiceNow solutions leveraging modern platform capabilities including Now Assist, AI Agents, GenAI workflows, CSM capabilities, CMDB/CSDM, omnichannel engagement, and enterprise integrations. This is a hands-on development role with opportunities to contribute to innovation, reusable accelerators, AI-powered customer workflow solutions, and next-generation intelligent CRM experiences.

Key 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, and 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.

About you

• 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, and Integrations Hub.

• 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, and Customer self-service solutions.

• Experience with Now Assist, GenAI Skills, AI Agents, Agentic Workflows, and AI Search.

• 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.