Atos Group is a global leader in digital transformation with approximately 56,000 employees and annual revenue of approximately €7.2 billion, operating in 54 countries under the Atos and Eviden brands.
Scope of the Role
ServiceNow CRM Engineer is a senior technical leadership position within the Global ServiceNow Portfolio Organization, reporting directly to the CTO or Portfolio Lead. The role works with international stakeholders, product leaders, architects, and engineering teams across regions to drive engineering innovation and technology strategy globally.
The position leads the development of next-generation CRM accelerators, shapes the architecture of advanced GenAI and Agentic AI capabilities, and builds differentiated intellectual property that strengthens Atos' global ServiceNow portfolio.
Key Responsibilities
- Design, configure, and develop ServiceNow solutions across CRM, CSM, enterprise workflow modules, and custom applications.
- Develop and enhance Customer Service Management workflows, including Case Management, Customer Interaction Management, Omnichannel Engagement, Knowledge Management, Service Request Automation, and Customer Self-Service Portals.
- Implement intelligent customer workflows using Now Assist GenAI skills and AI Agents.
- Configure workflows, business rules, client scripts, UI policies, script includes, catalogs, and integrations.
- Develop AI-powered customer support automation and conversational workflow solutions.
- Build and maintain scoped applications using ServiceNow Studio.
- Develop integrations using REST and SOAP APIs, IntegrationHub, MID Server, and external CRM or enterprise systems.
- Support workflow orchestration across customer operations, support systems, and enterprise applications.
- Participate in CMDB, CI lifecycle management, and CSDM-aligned service modeling initiatives.
- Translate functional and technical requirements into scalable and efficient technical solutions.
- Ensure compliance with ServiceNow development best practices, security guidelines, and coding standards.
- Conduct unit testing, debugging, defect resolution, and technical troubleshooting.
- Participate in peer reviews and contribute to development governance standards.
- Support platform upgrades, enhancements, and release management activities.
- Contribute to reusable CRM workflow frameworks, accelerators, and automation assets.
- Participate in solution design workshops and technical discussions with customer operations and business teams.
- Support deployment, UAT, hypercare, and post-production stabilization activities.
Required Experience and Capabilities
- At least 7 years of relevant ServiceNow platform development experience, including CRM or CSM workflows, intelligent workflow automation, enterprise integrations, CMDB or CSDM implementations, and AI-powered ServiceNow capabilities.
- Hands-on experience as a ServiceNow Developer in enterprise or consulting environments.
- Strong understanding of customer service operations, digital customer engagement, and CRM workflow automation.
- Expertise in JavaScript, Glide APIs, Flow Designer, Script Includes, Business Rules, Client Scripts, UI Policies, and IntegrationHub.
- Strong experience with ServiceNow Customer Service Management and related modules such as ITSM, Service Catalog, HRSD, ITOM, and custom applications.
- Experience implementing Case Management workflows, customer lifecycle workflows, omnichannel support experiences, customer self-service solutions, and knowledge-driven support automation.
- Experience with Now Assist GenAI, Skills, AI Agents, Agentic Workflows, AI Search, and Predictive Intelligence.
- Working knowledge of CMDB architecture, the CSDM framework, CI relationships, and Service Mapping concepts.
- Familiarity with A2A and MCP-based AI integration approaches is an advantage.
- Understanding of scoped applications, update sets, and CI/CD.
Atos embeds diversity and inclusion in its DNA and is committed to a fair work environment. Atos is also recognized for its leadership in environmental, social, and governance criteria.