ServiceNow CRM Engineer is a senior technical leadership position within the Global ServiceNow Portfolio Organization, reporting directly to the CTO / Portfolio Lead and operating as a key member of the global leadership team.
Working closely with international stakeholders, product leaders, architects, and engineering teams across regions, the role drives engineering innovation and technology strategy at a global scale. The position is responsible for leading the development of next-generation CRM accelerators, shaping the architecture of advanced GenAI and Agentic AI capabilities, and building differentiated intellectual property that strengthens Atos' global ServiceNow portfolio and market leadership.
Key Responsibilities
- Design, configure, and develop solutions on the ServiceNow platform 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/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 & Capabilities
- 7+ years of relevant ServiceNow platform development experience with expertise in CRM/CSM workflows, intelligent workflow automation, enterprise integrations, CMDB/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 CSM, 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, 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.
Location: Mexico, any state. Advanced English is required.
Atos embeds diversity and inclusion in its DNA and is committed to a fair work environment.