CRM Engineer ServiceNow

CRM Engineer ServiceNow (Global role)

Location Mumbai / Chennai / Bangalore

Scope of the Role:

• ServiceNow CRM engineer is a senior technical leadership position within the Global ServiceNow Portfolio Organization reporting directly to the CTO / Portfolio Lead and operating as a key member of the global leadership team.
• Working closely with international stakeholders product leaders architects and engineering teams across regions the role drives engineering innovation and technology strategy at a global scale.
• The position is responsible for leading the development of next-generation CRM accelerators shaping the architecture of advanced GenAI and Agentic AI capabilities and building differentiated intellectual property that strengthens Atos global ServiceNow portfolio and market leadership. The role combines deep technical expertise with strategic influence driving innovation initiatives technology decisions and long-term platform capabilities across the worldwide organization.
  
  

Key Responsibilities:

• Design configure and develop solutions on the ServiceNow platform across CRM CSM enterprise workflow modules and custom applications.
• Develop and enhance Customer Service Management (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 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 and 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.
• Participate in AI-driven customer workflow automation and enterprise integration initiatives. 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.
  
  

Required Experience & Capabilities:

• 7 years of relevant ServiceNow platform development experience with 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 IntegrationHub
• Strong experience with ServiceNow Customer Service Management (CSM) and related modules such as CSM ITSM Service Catalog HRSD ITOM Custom Applications
• Experience implementing Case Management workflows Customer lifecycle workflows Omnichannel support experiences Customer self-service solutions
• Knowledge-driven support automation Experience with Now Assist GenAI Skills AI Agents / Agentic Workflows AI Search
• Predictive Intelligence Working knowledge of CMDB architecture CSDM framework CI relationships Service Mapping concepts Familiarity with A2A and MCP-based AI integration approaches is an advantage.
• Understanding of scoped applications update sets CI/CD