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Atos

CRM Engineer – ServiceNow

Atos

CRM Engineer leading ServiceNow development and innovation initiatives at Atos. Driving technology strategy and engineering excellence across global teams.

Posted 7/29/2026full-timePune • 🇮🇳 IndiaSeniorLeadWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive expertise in ServiceNow platform development, particularly in CRM and CSM workflows, intelligent workflow automation, and enterprise integrations. Proficient in translating functional requirements into scalable solutions while ensuring compliance with best practices and security guidelines.

Highest-signal resume keywords
ServiceNow Platform DevelopmentCRM/CSM Workflow AutomationJavaScript Glide APIsAI-Powered Customer Support AutomationCMDB/CSDM Implementations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
ServiceNow DevelopmentWorkflow ConfigurationREST/SOAP API IntegrationCase Management WorkflowsOmnichannel EngagementKnowledge ManagementService Request AutomationClient ScriptsBusiness RulesScript Includes
Soft Skills
CollaborationProblem-SolvingTechnical Troubleshooting
Tools & Technologies
ServiceNow StudioIntegrationHubMID ServerNow Assist GenAI SkillsFlow Designer
Industry Keywords
Customer Service ManagementDigital Customer EngagementCI/CDScoped ApplicationsCSDM Framework

Tech Stack

Tools & technologies
ITSMJavaScriptServiceNowSOAP

About the role

Key responsibilities & impact
  • Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflow modules, and custom applications.
  • Develop and enhance Customer Service Management (CSM) 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 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/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.
  • Participate in AI-driven customer workflow automation and enterprise integration initiatives.
  • 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.

Requirements

What you’ll need
  • 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 IntegrationHub
  • Strong experience with ServiceNow Customer Service Management (CSM) and related modules such as CSM ITSM Service Catalog HRSD ITOM Custom Applications
  • Experience implementing Case Management workflows Customer lifecycle workflows Omnichannel support experiences Customer self-service solutions Knowledge-driven support automation
  • Experience with Now Assist GenAI Skills AI Agents / Agentic Workflows AI Search Predictive Intelligence
  • Working knowledge of CMDB architecture CSDM framework CI relationships Service Mapping concepts
  • Familiarity with A2A and MCP-based AI integration approaches is an advantage.
  • Understanding of scoped applications, update sets, CI/CD

Benefits

Comp & perks
  • Global cutting-edge IT projects that shape the future of digital and have a positive impact on environment.
  • Wellbeing programs & work-life balance - integration and passion sharing events.
  • Attractive Salary and Company Initiative Benefits