CRM Engineer - ServiceNow Global Role

Atos Information Technology GmbH; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Atos is seeking a ServiceNow Developer for CRM and CSM to design, configure, and develop advanced solutions on the ServiceNow platform with a strong focus on CRM/CSM workflows and AI-powered automation.

The role involves collaborating with architects, consultants, business stakeholders, and customer operations teams to translate requirements into scalable, secure ServiceNow solutions, including Now Assist, GenAI workflows, and integrations.

Qualifications

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

Responsibilities

• Design, configure, and develop ServiceNow solutions across CRM/CSM modules and custom apps.
• Develop and enhance CSM workflows including Case Management and Omnichannel Engagement.
• Implement intelligent workflows using Now Assist, GenAI, and AI Agents.
• Develop integrations using REST/SOAP APIs and IntegrationHub.
• Support platform upgrades, testing, and governance.

Skills

JavaScript

ServiceNow

Glide APIs

AI/Automation

CRM/CSM Workflows

Integrations

CSM Knowledge

Tools

Now Assist

GenAI Workflows

REST/SOAP

Job description

Job Description:

Atosis 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.

About Atos Group

Atos Group is a global leader in digital transformation with c. 56,000 employees and annual revenue of c. €7.2 billion (at the go-forward perimeter), operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris.

Job Title: ServiceNow Developer - CRM and CSM

Location: Philippines

Job Type: Permanent - Remote Position

Working Timing - US Time Zone

Scope of 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 Responsibilitie

• 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.

Required Experience & Capabilities:

• 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

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