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Atos

CRM Engineer – ServiceNow

Atos

. Report directly to the CTO / Portfolio Lead as a key member of the global leadership team .

Posted 10/8/2026full-timeTimisoara • RomaniaSeniorLeadWebsite

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. Proven ability to design and implement AI-powered solutions while ensuring compliance with best practices and security guidelines.

Highest-signal resume keywords
ServiceNow DevelopmentCRM/CSM WorkflowsIntelligent Workflow AutomationJavaScript ExpertiseAI-Powered Solutions

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
ServiceNow DevelopmentCRM WorkflowsCSM WorkflowsJavaScriptGlide APIsFlow DesignerIntegrationHubCase ManagementOmnichannel SupportAI Agents
Soft Skills
CollaborationLeadershipProblem-SolvingCommunication
Tools & Technologies
ServiceNowREST APIsSOAP APIsMID ServerNow Assist GenAI
Industry Keywords
Customer Service ManagementDigital Customer EngagementCMDBCSDMService Mapping

Tech Stack

Tools & technologies
ITSMJavaScriptServiceNowSOAP

About the role

Key responsibilities & impact
  • Report directly to the CTO / Portfolio Lead as a key member of the global leadership team
  • Work with international stakeholders, product leaders, architects, and engineering teams across regions
  • Drive engineering innovation and technology strategy at a global scale
  • Lead development of next-generation CRM accelerators
  • Shape architecture of advanced GenAI and Agentic AI capabilities
  • Build differentiated intellectual property for Atos' global ServiceNow portfolio
  • Design, configure, and develop ServiceNow solutions across CRM, CSM, enterprise workflow modules, and custom applications
  • Develop and enhance 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 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/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, 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

Requirements

What you’ll need
  • 7+ years of relevant ServiceNow platform development experience
  • 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 (CSM) 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, and customer self-service solutions
  • Knowledge-driven support automation experience
  • 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

Benefits

Comp & perks
  • Diversity and inclusion embedded in Atos' DNA
  • Fair work environment
  • Commitment to Environment, Social and Governance (ESG) practices