CRM Engineer - ServiceNow (global role)

Atos SE; Town of Poland (NY); On-site; USD 48,072 - 69,438; Full time

Benefits offered by this job

Hybrid work model

Private medical care

Benefits platform

Gift packages for special days

Atos Jubilee gifts

Job summary

Atos seeks an experienced CRM Engineer – ServiceNow to drive the design and development of customer-centric solutions within our Global ServiceNow Portfolio organization. You will build and enhance CSM capabilities and AI-powered automation to improve customer engagement and operational efficiency.

Collaborating with architects, product leaders, and engineering teams across regions, you will contribute to accelerators, reusable frameworks, and next-generation ServiceNow capabilities, shaping the

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.
• 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, Agentic Workflows, 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 workflow automation

AI capabilities (Now Assist, GenAI)

Workflow automation

Architecture discussions

Tools

REST APIs

SOAP APIs

MID Server

IntegrationHub

Job description

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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 Eviden

Eviden is the Atos Group brand focused on cybersecurity products, mission-critical systems and vision AI. A trusted partner to public and private sector organizations, Eviden deploys advanced analytics capabilities and helps ensure the robustness, continuity and resilience of its customers' operations. Leveraging more than 2,200 experts and 720 patents, Eviden helps protect people, data and critical infrastructures worldwide, at the convergence of intelligence, sovereignty and trust.

Global Role

About the role

We are looking for 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 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.