CRM Engineer - ServiceNow (global role)

Our requirements

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

Optional

• Experience with Agent-to-Agent (A2A) and Model Context Protocol (MCP) integration approaches.
• Understanding of digital customer engagement and CRM transformation initiatives.
• Experience designing AI-powered customer support and conversational automation solutions.
• Exposure to cloud platforms such as Microsoft Azure or AWS.
• Experience working in Agile delivery environments and DevOps-driven organizations.

Your responsibilities

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

About the project

What we offer

• Hybrid work you can truly shape – friendly model designed for real work‑life balance (max. 2 office days per month, depending on location).
• Feel good at work – passion‑sharing meetups, team moments and initiatives that bring people together.
• Grow your skills – courses and certifications (Google Cloud, AWS, ITIL).
• Level up professionally – conferences, expert communities, knowledge hubs.
• Private medical care – because feeling safe matters.
• Benefits platform – discounts for shopping, cinema, sports and more.
• Stay active your way – co‑funding for Multisport + b‑active program.
• A little extra on special days – gift packages for Easter, Christmas and Children’s Day.
• We appreciate experience – additional days off and Atos Jubilee gifts.
• Give back together – charity and eco‑friendly initiatives.

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of professional training & courses
• life insurance
• integration events
• no dress code
• extra social benefits
• christmas gifts
• employee referral program
• charity initiatives
• global IT projects
• new technologies

Recruitment stages

• 1.
  Quick conversation with HR
• 2.
  Interview with a Manager/IT expert/project representative
• 3.
  Feedback (1-5 business days after the interview)

Atos Poland Global Services Sp. z o.o.