CRM Engineer - ServiceNow (Global role)

Atos
Mexico City
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Technical leadership","Stakeholder management","Strategic influence","Cross-functional collaboration","Problem-solving"]

Lead development of next-generation CRM accelerators on the ServiceNow platform, driving architecture and GenAI/agentic capabilities across Atos’ global ServiceNow portfolio. Design and configure CRM/CSM workflows (case management, omnichannel engagement, knowledge management), implement AI-powered customer support automation, and build scoped applications. Develop integrations via REST/SOAP APIs and ServiceNow IntegrationHub/MID Server, support CMDB/CSDM service modeling, and participate in deployment, UAT, release, and governance activities.

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FursaFursa
Atos
Atos
1 day ago

CRM Engineer - ServiceNow (Global role)

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Job Summary

Lead development of next-generation CRM accelerators on the ServiceNow platform, driving architecture and GenAI/agentic capabilities across Atos’ global ServiceNow portfolio. Design and configure CRM/CSM workflows (case management, omnichannel engagement, knowledge management), implement AI-powered customer support automation, and build scoped applications. Develop integrations via REST/SOAP APIs and ServiceNow IntegrationHub/MID Server, support CMDB/CSDM service modeling, and participate in deployment, UAT, release, and governance activities.
Location: Mexico City
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflow modules, and custom applications.
  • •Develop and enhance CSM workflows including case management, customer interaction management, omnichannel engagement, knowledge management, and customer self-service portals.
  • •Implement intelligent customer workflows using Now Assist GenAI Skills/AI Agents and configure business rules, client scripts, UI policies, script includes, catalogs, and integrations.
  • •Develop integrations using REST/SOAP APIs, ServiceNow IntegrationHub, MID Server, and external CRM/enterprise systems.
  • •Support release and stabilization activities including deployment, UAT, hypercare, and post-production troubleshooting, and participate in peer reviews and governance.

Key Requirements

  • •7+ years of ServiceNow platform development experience focused on CRM/CSM workflows, intelligent workflow automation, enterprise integrations, and CMDB/CSDM implementations.
  • •Hands-on experience as a ServiceNow Developer in enterprise or consulting environments.
  • •Expertise in ServiceNow customer service operations, digital customer engagement, and CRM workflow automation.
  • •Strong skills with JavaScript Glide APIs and Flow Designer, including script includes, business rules, client scripts, UI policies, and IntegrationHub.
  • •Experience with ServiceNow CSM modules (including CSM/ITSM Service Catalog/HRSD/ITOM) and implementing case and customer lifecycle/omnichannel workflows.
Experience:ServiceNowCRMCSMEnterprise integrationsGenAI
Skills:Technical leadershipStakeholder managementStrategic influenceCross-functional collaborationProblem-solving
Tech Stack:ServiceNowServiceNow StudioNow AssistGenAIAgentic AIAI AgentsAI SearchPredictive IntelligenceCustomer Service Management (CSM)Case ManagementOmnichannel EngagementKnowledge ManagementService Request AutomationCustomer Self-Service PortalsJavaScriptGlide APIsFlow DesignerScript IncludesBusiness RulesClient Scripts

Company Brief

Atos
Global digital services and consulting firm delivering cloud, cybersecurity, big data, digital workplace, and managed services to enterprise and public sector clients. Provides IT transformation, systems integration, and outsourcing solutions worldwide.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Bezons, France
Founded: 1997
WebsiteLinkedIn