ServiceNow Developer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Design, configure, and develop ServiceNow solutions spanning CRM, CSM, enterprise workflow modules, and custom applications.

• Enhance Customer Service Management workflows, focusing on Case Management, Customer Interaction Management, Omnichannel Engagement, Knowledge Management, Service Request Automation, and Customer Self-Service Portals.

• Implement intelligent customer workflows utilizing Now Assist GenAI Skills and AI Agents.

• Configure workflows, business rules, client scripts, UI policies, script includes, catalogs, and integrations.

• Create AI-driven customer support automation and conversational workflow solutions.

• Build and maintain scoped applications using ServiceNow Studio.

• Develop integrations leveraging REST/SOAP APIs, IntegrationHub, MID Server, and external CRM/enterprise systems.

• Support workflow orchestration across customer operations, support systems, and enterprise applications.

• Engage in CMDB, CI lifecycle management, and CSDM-aligned service modeling initiatives.

• Translate functional and technical requirements into scalable and efficient technical solutions.

• Ensure adherence to 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.

• Assist with platform upgrades, enhancements, and release management activities.

• Engage 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.

⛳️ Requirements

• Over 5 years of relevant experience in ServiceNow platform development.

• Proficiency in CRM/CSM workflows, intelligent workflow automation, enterprise integrations, CMDB/CSDM implementations, and AI-driven ServiceNow capabilities.

• Hands-on experience as a ServiceNow Developer in enterprise or consulting settings.

• Strong grasp 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, and integrations.

• Extensive experience with ServiceNow Customer Service Management (CSM).

• Familiarity with CSM, ITSM, Service Catalog, HRSD, ITOM, and custom applications.

• Experience in implementing Case Management workflows, customer lifecycle workflows, omnichannel support experiences, customer self-service solutions, and knowledge-driven support automation.

• Experience with Now Assist GenAI Skills, AI Agents/Agentic Workflows, AI Search, and Predictive Intelligence.

• Working knowledge of CMDB architecture, CSDM framework, CI relationships, and Service Mapping concepts.

• Familiarity with A2A and MCP-based AI integration approaches is a plus.

• Understanding of scoped applications, update sets, and CI/CD processes.

🏝️ Benefits

• Diversity and inclusion are ingrained in Atos's culture.

• A fair work environment.

• An AI-powered, secure, end-to-end digital services environment.