Senior CRM

Job Description:
We Dream. We Do. We Deliver.
About Merkle
Merkle, a dentsu company, powers the experience economy. For more than 35 years, we have put
people
at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and our performance, Merkle delivers holistic, experiences that promote growth, engagement, and loyalty. Merkle's expertise has earned recognition as a "Leader" by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit

Job Description
As a Senior ServiceNow Developer you will be responsible for leading the development of complex software solutions in the CRM Domain, providing technical guidance, and ensuring the quality and performance of the software, while contributing to key initiatives for our clients.

Key Responsibilities
Responsible for leading the design, development, customization, and optimization ServiceNow, ensuring robust integration, advanced data analytics, and scalable solutions that align with the customer's strategic objectives and drive customer relationship excellence while identifying new opportunities within the customer.

You will have to:

• Lead the design and development of complex digital solutions in ServiceNow
• Develop complex software solutions in ServiceNow
• Provide technical guidance and mentorship to junior engineers
• Ensure architectural integrity and consistency across the software development lifecycle
• Perform code reviews
• Develop and maintain software architecture documentation
• Participate in project planning and estimation activities
• Drive continuous improvement initiatives within the development team
• Act as a subject matter expert (SME) in ServiceNow
• Contribute to the vision and strategy of the team

Required Skills
CRM Platforms

• Excellent knowledge of ServiceNow, especially ITSM, CSM, Custom Application, Service Portal (Custom Widget) and ServiceNow capabilities like App Engine Studio, Flow Designer, IntegrationHub, UI Builder, Catalog Task and Scoped Applications.
• Be able to implement efficient, scalable, and maintainable CRM solutions in ServiceNow
• Excellent problem-solving skills with the ability to troubleshoot and resolve complex issues
• Experience in leading and managing project development in Agile or Scrum environments
• Experience with CI/CD and version control tools (e.g., GitHub, GitLab, Bitbucket, Jenkins, etc.)
• Ability to work independently and as part of a team, managing multiple priorities and deadlines and guide junior members

Databases

• Ability to query databases for customer data extraction and reporting

Scripting & Automation

• Strong programming skills

API Integration

• Strong understanding of REST APIs for integrating CRM with other systems, SOAP is a nice-to-have

Customer Data Management

• Strong understanding of data segmentation, customer lifecycle, and personalization

Troubleshooting & Debugging

• Ability to diagnose CRM-related technical issues and provide solutions

Soft Skills

• Team player with organizational skills and dedicated to transparency
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder engagement abilities
• Leadership in mentoring and peer collaboration
• Proactive, autonomous, and capable of managing multiple priorities

Certifications (nice-to-have)

• ServiceNow Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• One Implementation Specialist certification (e.g., ITSM, HRSD, ITOM, CSM, etc.)

Why choose Merkle?
Innovation at Our Core: As part of dentsu's global network, Merkle pushes the boundaries of customer experience, integrating creativity, technology, and data to drive real-world impact. For over 35 years, we've been innovating to meet the changing needs of our clients.

Global Reach with Local Expertise: With over 16,000 employees across 30+ countries, and part of a 70,000 employees network at dentsu, Merkle blends global insights with a deep understanding of local markets to deliver personalized, effective solutions.

Collaborative Culture: At Merkle, your ideas and contributions truly matter. You'll join a team that fosters innovation, collaboration, and creative problem-solving. Together, we work on impactful international projects, making meaningful connections every step of the way.

What's in It for You?
Global Perspective: As part of a dentsu company, collaborate with over 70,000 talented colleagues across 145 countries to drive innovation on a global scale.

Flexibility & Balance: Enjoy hybrid work models, adaptable hours, and home office options.

Inclusive & Supportive Culture: We celebrate diversity and foster a respectful workplace where every team member's unique perspective is valued, and everyone is welcome.

Well-balanced reward package: We offer competitive salaries, volunteer days, wellness days, modern offices, and a multi-cultural environment that fosters creativity and innovation.

Innovation-Driven Work: Contribute to projects that are reshaping industries and driving transformation with next-generation technologies and strategies.

Purpose-Driven Culture: Be part of an organization that fosters sustainable growth for brands, people, and society—where every contribution makes a meaningful impact.

Growth Opportunities: Expand your skills through training, mentorship, and data-driven projects that reshape customer experience and business outcomes. Explore opportunities in the whole dentsu network to expand your reach.

• many more attractive benefits are waiting for you, for more details regarding additional benefits, please ask your recruiter.

Ready to join the team? Shape your unique career and reach your full potential. Apply now and join us in transforming the future together.

• At dentsu, Diversity, Equity, and Inclusion (DEI) is central to our vision: "To be at the forefront of people-centered transformations that shape society."

We cherish the unique talents and perspectives of all individuals, welcoming applicants regardless of gender, gender identity, nationality, religion, ethnicity, cultural background, sexual orientation, age, physical or mental ability. By embracing diverse perspectives, we create meaningful change and sustainable growth for our people, clients, and society. Our hiring decisions are guided by qualifications and role-specific requirements, ensuring a workplace free from discrimination and harassment.

Location:
Belgrade

Brand:
Merkle

Time Type:
Full time

Contract Type:
Permanent