CRM Engineer - ServiceNow (Global role)

Atos is seeking a ServiceNow Developer focused on CRM, Customer Service Management, AI, and intelligent workflow automation. This is a permanent, remote position based in the Philippines, working US time zone hours.

Scope of the Role

Design, configure, and develop advanced solutions on the ServiceNow platform, with a focus on Customer Service Management, CRM workflows, AI-driven automation, customer operations, and digital workflow transformation. Work with architects, consultants, business stakeholders, and customer operations teams to translate requirements into scalable, secure, and maintainable solutions.

Key Responsibilities

• Design, configure, and develop solutions across CRM, CSM, enterprise workflow modules, and custom applications.
• Develop CSM workflows for case management, customer interaction management, omnichannel engagement, knowledge management, service request automation, and customer self-service portals.
• Implement intelligent 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 REST and SOAP integrations using 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.
• Conduct testing, debugging, defect resolution, troubleshooting, peer reviews, and technical governance activities.
• Support platform upgrades, enhancements, release management, deployment, UAT, hypercare, and post-production stabilization.
• Contribute to reusable CRM workflow frameworks, accelerators, and AI-powered automation assets.

Required Experience and Capabilities

• At least 5 years of relevant ServiceNow platform development experience.
• Expertise in CRM and CSM workflows, intelligent workflow automation, enterprise integrations, CMDB/CSDM implementations, and AI-powered ServiceNow capabilities.
• Strong knowledge of JavaScript, Glide APIs, Flow Designer, Script Includes, Business Rules, Client Scripts, UI Policies, and IntegrationHub.
• Strong experience with ServiceNow CSM and related modules including CSM, ITSM, Service Catalog, HRSD, ITOM, and custom applications.
• Experience with case management, customer lifecycle workflows, omnichannel support, 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.