ServiceNow CRM Engineer - AI-Powered Workflows (Hybrid)

Atos SE; Town of Poland (NY); Hybrid; 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

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