CRM Engineer - ServiceNow (global role

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Atos Group is a global leader in digital transformation with c. 56,000 employees and annual revenue of c. €7.2 billion (at the go-forward perimeter), operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries.

Atos Group is listed on Euronext Paris.

About Eviden

Eviden is the Atos Group brand focused on cybersecurity products, mission-critical systems and vision AI. A trusted partner to public and private sector organizations, Eviden deploys advanced analytics capabilities and helps ensure the robustness, continuity and resilience of its customers' operations. Leveraging more than 2,200 experts and 720 patents, Eviden helps protect people, data and critical infrastructures worldwide, at the convergence of intelligence, sovereignty and trust.

We are looking for an experienced CRM Engineer – Service Now to drive the design and development of customer-centric solutions within our Global Service Now Portfolio organization. In this role, you will build and enhance Customer Service Management (CSM) capabilities, intelligent customer workflows, and AI-powered automation solutions that improve customer engagement and operational efficiency.

Working closely with architects, product leaders, and engineering teams across regions, you will contribute to the development of innovative CRM accelerators, reusable frameworks, and next-generation Service Now capabilities, helping shape the future of customer operations and digital experiences.

• Design, develop, and implement Service Now 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 Service Now 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 Service Now best practices.
• Design and implement integrations with CRM and enterprise platforms using REST/SOAP APIs, Integration Hub, 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.

• 7+ years of Service Now 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.
• Experience with Service Now modules such as CSM, ITSM, Service Catalog, HRSD, ITOM, or Custom Applications.
• Hands-on experience with Service Now 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.

• 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 Dev…