CRM Engineer - ServiceNow (global role)

About Atos

Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control of their data and infrastructures while meeting regulatory requirements.

With more than 54,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments.

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. You will build and enhance Customer Service Management 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 innovative CRM accelerators, reusable frameworks, and next-generation ServiceNow capabilities.

Key responsibilities

• Design, develop, and implement ServiceNow solutions across Customer Service Management, CRM-related workflows, enterprise service modules, and custom applications.
• Build and enhance case management, omnichannel engagement, customer self-service, knowledge management, and workflow automation capabilities.
• Develop intelligent customer workflows using 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.
• Support testing, deployment, platform upgrades, release management, and post-production stabilization.

What you need to succeed

• 7+ years of ServiceNow development experience in enterprise or consulting environments.
• Strong expertise in Customer Service Management 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, service modeling, scoped applications, update sets, and CI/CD practices.
• Strong analytical, troubleshooting, communication, and stakeholder management skills.

Nice to have

• Experience with Agent-to-Agent and Model Context Protocol integration approaches.
• Understanding of digital customer engagement and CRM transformation initiatives.
• Experience designing AI-powered customer support and conversational automation solutions.
• Exposure to Microsoft Azure or AWS.
• Experience working in Agile delivery environments and DevOps-driven organizations.

Work model and location

Location: Poland

Model: Hybrid

Hybrid work is designed for work-life balance, with a maximum of two office days per month depending on location.

What we offer

• Passion-sharing meetups, team moments, and workplace initiatives.
• Courses and certifications, including Google Cloud, AWS, and ITIL.
• Conferences, expert communities, and knowledge hubs.
• Private medical care.
• Benefits platform with shopping, cinema, sports, and other discounts.
• Multisport and b-active program co-funding.
• Gift packages for Easter, Christmas, and Children’s Day.
• Additional days off and Atos Jubilee gifts.
• Charity and eco-friendly initiatives.

Atos follows an equal opportunity policy and does not permit discrimination based on gender, disability, age, origin, sexual orientation, or any other protected characteristic. Employment decisions are based solely on competence and qualifications.