Hybrid CRM Engineer - ServiceNow & AI Workflows

Atos; Bydgoszcz; Hybrid; PLN 260,000 - 360,000; Full time

Benefits offered by this job

Hybrid work model

Private medical care

Training & certifications

Job summary

Atos is seeking an experienced CRM Engineer – ServiceNow to lead the design and development of customer-centric ServiceNow solutions within our Global ServiceNow Portfolio. You will build and enhance CSM capabilities, intelligent customer workflows, and AI-powered automation to improve engagement and efficiency.

Based in Poland with hybrid work, you will collaborate with architects, product leaders, and engineering teams to deliver CRM accelerators, reusable frameworks, and next-generation

Qualifications

• We are looking for 7+ years of ServiceNow development experience in enterprise or consulting environments.
• Strong expertise in Customer Service Management (CSM) and customer-focused workflow automation.
• Experience implementing case management, customer lifecycle processes, omnichannel support, self-service portals, and knowledge-driven support solutions.
• Experience with ServiceNow modules such as CSM, ITSM, Service Catalog, HRSD, ITOM, or Custom Applications.
• Hands-on experience with ServiceNow AI capabilities including Now Assist, GenAI Skills, AI Agents, Agentic Workflows, AI Search, or Predictive Intelligence.

Responsibilities

• Design, develop, and implement ServiceNow solutions across CSM, CRM-related workflows, enterprise service modules, and custom applications.
• Build and enhance customer service capabilities including case management, omnichannel engagement, customer self-service, knowledge management, and workflow automation.
• Develop intelligent customer workflows leveraging ServiceNow AI capabilities such as Now Assist, GenAI Skills, AI Agents, AI Search, and Predictive Intelligence.
• Configure and maintain workflows, integrations, business rules, client scripts, UI policies, catalogs, and scoped applications using ServiceNow best practices.
• Design and implement integrations with CRM and enterprise platforms using REST/SOAP APIs, IntegrationHub, MID Server, and related technologies.
• Contribute to CMDB, CSDM, service modeling, and customer operations transformation initiatives.
• Participate in architecture discussions, solution design workshops, and technical governance activities while promoting engineering excellence.
• Support testing, deployment, platform upgrades, release management, and post-production stabilization activities.

Skills

ServiceNow development

CSM workflows

AI-assisted workflows

REST/SOAP integrations

CMDB & CSDM

CI/CD practices

Architectural governance

Tools

CMDB

CSDM

REST API

SOAP

IntegrationHub

MID Server

CI/CD

Job description

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Atos is 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.

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.

About the role:

We are looking for an experiencedCRM Engineer – ServiceNowto drive the design and development of customer-centric solutions within our Global ServiceNow Portfolio organization. In this role, you will build and enhance Customer Service Management (CSM) capabilities, intelligent customer workflows, and AI-powered automation solutions that improve customer engagement and operational efficiency.

Working closely with architects, product leaders, and engineering teams across regions, you will contribute to the development of innovative CRM accelerators, reusable frameworks, and next-generation ServiceNow capabilities, helping shape the future of customer operations and digital experiences.

Key responsibilities:

• Design, develop, and implement ServiceNow solutions across Customer Service Management (CSM), CRM-related workflows, enterprise service modules, and custom applications.
• Build and enhance customer service capabilities including case management, omnichannel engagement, customer self-service, knowledge management, and workflow automation.
• Develop intelligent customer workflows leveraging ServiceNow AI capabilities such as Now Assist, GenAI Skills, AI Agents, AI Search, and Predictive Intelligence.
• Configure and maintain workflows, integrations, business rules, client scripts, UI policies, catalogs, and scoped applications using ServiceNow best practices.
• Design and implement integrations with CRM and enterprise platforms using REST/SOAP APIs, IntegrationHub, MID Server, and related technologies.
• Contribute to CMDB, CSDM, service modeling, and customer operations transformation initiatives.
• Participate in architecture discussions, solution design workshops, and technical governance activities while promoting engineering excellence.
• Support testing, deployment, platform upgrades, release management, and post-production stabilization activities.

What you need to succeed:

• 7+ years of ServiceNow development experience in enterprise or consulting environments.
• Strong expertise in Customer Service Management (CSM) and customer-focused workflow automation.
• Experience implementing case management, customer lifecycle processes, omnichannel support, self-service portals, and knowledge-driven support solutions.
• Experience with ServiceNow modules such as CSM, ITSM, Service Catalog, HRSD, ITOM, or Custom Applications.
• Hands-on experience with ServiceNow AI capabilities including Now Assist, GenAI Skills, AI Agents, Agentic Workflows, AI Search, or Predictive Intelligence.
• Knowledge of CMDB architecture, CSDM framework, service modeling concepts, scoped applications, update sets, and CI/CD practices.
• Strong analytical, troubleshooting, communication, and stakeholder management skills.

Nice to have:

• Experience with Agent-to-Agent (A2A) and Model Context Protocol (MCP) integration approaches.
• Understanding of digital customer engagement and CRM transformation initiatives.
• Experience designing AI-powered customer support and conversational automation solutions.
• Exposure to cloud platforms such as Microsoft Azure or AWS.
• Experience working in Agile delivery environments and DevOps-driven organizations.
• Location: Poland
• Model: Hybrid

What we offer:

• Hybrid work you can truly shape – friendly model designed for real work‑life balance (max. 2 office days per month, depending on location).
• Feel good at work – passion‑sharing meetups, team moments and initiatives that bring people together.
• Grow your skills – courses and certifications (Google Cloud, AWS, ITIL).
• Level up professionally – conferences, expert communities, knowledge hubs.
• Private medical care – because feeling safe matters.
• Benefits platform – discounts for shopping, cinema, sports and more.
• A little extra on special days – gift packages for Easter, Christmas and Children’s Day.
• We appreciate experience – additional days off and Atos Jubilee gifts.
• Give back together – charity and eco‑friendly initiatives.

The company follows an equal opportunity policy and does not permit any form of discrimination based on gender, disability, age, origin, sexual orientation, or any other protected characteristic. All employment decisions are made solely on the basis of competence and qualifications.

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.