Hybrid CRM Engineer — ServiceNow & AI Workflows

Atos; Warszawa; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Learning & certifications (Google/AWS/

Private medical care

Benefits platform

Multisport + wellness program

Job summary

Atos is seeking an experienced CRM Engineer – ServiceNow to drive customer‑centric solutions within our Global ServiceNow Portfolio. You will design, develop, and optimize CSM workflows, case management, and omnichannel experiences across regions, collaborating with architects and product leaders.

Leverage Now Assist, GenAI Skills, AI Agents, and IntegrationHub to deliver scalable automation. The role requires 7+ years of ServiceNow experience in enterprise settings and strong stakeholder

Qualifications

• 7+ years of ServiceNow development experience in enterprise or consulting environments.
• Strong expertise in Customer Service Management (CSM) and customer‑focused workflow automation.
• Proficiency in JavaScript, Glide APIs, Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and IntegrationHub.
• Experience with ServiceNow modules such as CSM, ITSM, Service Catalog, HRSD, ITOM, or Custom Applications.

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

JavaScript

Glide APIs

Flow Designer

IntegrationHub

REST/SOAP APIs

Tools

ServiceNow

REST APIs

IntegrationHub

MID Server

Now Assist

GenAI Skills

AI Agents

Job description

Atos is seeking an experienced CRM Engineer – ServiceNow to drive customer‑centric solutions within our Global ServiceNow Portfolio. You will design, develop, and optimize CSM workflows, case management, and omnichannel experiences across regions, collaborating with architects and product leaders.

Leverage Now Assist, GenAI Skills, AI Agents, and IntegrationHub to deliver scalable automation. The role requires 7+ years of ServiceNow experience in enterprise settings and strong stakeholder