- خبرة
- 7 سنوات فأكثر
- مرتب
- —
- الوظائف الشاغرة
- 1
- تم النشر
- • 6 نجوم
- وضع العمل
- في المكتب
- تعليم
- Any Graduate
- الأهلية
- Graduates with relevant ServiceNow CRM engineering experience are eligible to apply.
- سيرة ذاتية
- مطلوب للتقديم
مكان عملك
المسمى الوظيفي
Company Overview
Atos SE is a global leader in information technology services, delivering consulting, technology, systems integration, and managed services across multiple industries including manufacturing, retail, public sector, healthcare, financial services, telecom, media, energy, and utilities. The company operates in 47 countries with 77,000 employees and is notably the worldwide IT partner for the Olympic and Paralympic Games.
Position Summary
The ServiceNow CRM Engineer is a senior technical leadership role within the Global ServiceNow Portfolio group. Reporting directly to the CTO/Portfolio Lead, this role is integral to the global leadership team, collaborating closely with international product leaders, architects, and engineering teams. The focus is to advance engineering innovation and technology strategy globally, spearheading the development of next-generation CRM accelerators and incorporating advanced GenAI and AI Agent technologies to enhance Atos' ServiceNow offerings and maintain market leadership.
Key Responsibilities
- Design and build configurations and solutions on the ServiceNow platform spanning CRM, Customer Service Management, enterprise workflows, and custom applications.
- Enhance customer service workflows including case management, omnichannel engagement, knowledge management, service request automation, and self-service portals.
- Implement intelligent customer workflows leveraging Now Assist GenAI Skills, AI Agents, and configure necessary workflows, business logic, client scripts, UI policies, and catalogs.
- Create AI-driven automated customer support and conversational workflows.
- Develop and maintain scoped applications via ServiceNow Studio.
- Build integrations with REST/SOAP APIs, IntegrationHub, MID Server, and other enterprise systems.
- Support orchestration of workflows connecting customer operations, support systems, and enterprise applications.
- Engage in CMDB management, configuration item lifecycle processes, and align with CSDM service modeling.
- Translate functional and technical requirements into scalable technical designs.
- Adhere to ServiceNow best development practices, security standards, and coding guidelines.
- Conduct unit testing, debugging, and resolve defects effectively.
- Contribute to peer code reviews and development governance.
- Participate in platform upgrades, release cycles, and enhancement activities.
- Drive AI-powered customer workflow automation and enterprise integration, contributing reusable CRM assets, accelerators, and frameworks.
- Engage in technical solution workshops with business and operational teams.
- Provide support during deployment, user acceptance testing, hypercare, and post-launch stabilization.
Experience and Skills Required
- Minimum 7 years of relevant ServiceNow development experience with specialization in CRM/CSM workflows, automation, integrations, CMDB/CSDM, and AI capabilities.
- Hands-on experience as a ServiceNow Developer within enterprise or consulting setups.
- Comprehensive understanding of customer service operations and digital customer engagement strategies.
- Proficiency in JavaScript and ServiceNow technologies including Glide APIs, Flow Designer, Script Includes, Business Rules, Client Scripts, UI Policies, and IntegrationHub.
- Deep experience with ServiceNow modules such as Customer Service Management, IT Service Management, Service Catalog, HR Service Delivery, IT Operations Management, and custom applications.
- Expertise in case management, customer lifecycle workflows, omnichannel support, and self-service portals.
- Knowledge of knowledge-driven support automation, Now Assist GenAI Skills, AI Agents, Agentic Workflows, and AI Search.
- Familiarity with predictive intelligence technologies and CMDB architecture including ServiceNow's Common Service Data Model (CSDM), configuration item relationships, and service mapping.
- Advantageous familiarity with AI integration approaches like A2A and MCP.
- Understanding of scoped applications, update sets, and continuous integration/continuous deployment (CI/CD) processes.
Eligibility
Applicants should have completed graduation and possess the relevant skills and experience outlined above.