Hybrid CRM Engineer - ServiceNow & AI Workflows

Atos SE; 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

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