ServiceNow CRM Engineer – AI‑Powered Customer Workflows

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

Benefits offered by this job

Hybrid work model

Private medical care

Professional development opportunities

Conferences & knowledge hubs

Gift packages on special days

Job summary

Atos is seeking an experienced CRM Engineer – ServiceNow to 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

Qualifications

• 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.
• 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.
• 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.

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.

Skills

ServiceNow development

CSM expertise

JavaScript

Flow Designer

REST/SOAP APIs

CMDB/CSDM

Analytical skills

Stakeholder management

AI capabilities

Tools

IntegrationHub

MID Server

Now Assist

GenAI Skills

AI Agents

Predictive Intelligence

Job description

Atos is seeking an experienced CRM Engineer – ServiceNow to 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