Overview
Senior CRM & Loyalty Engineer role at Merkle.
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. Merkle delivers holistic experiences that promote growth, engagement, and loyalty. Merkle has earned recognition as a Leader by top industry analyst firms in digital transformation, commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. Merkle operates in 30+ countries with more than 16,000 employees. For more information, visit www.merkle.com.
Job Description
As a Senior ServiceNow Developer you will lead the development of complex software solutions in the CRM domain, provide technical guidance, ensure quality and performance, and contribute to key initiatives for our clients.
Responsibilities
* 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: ServiceNow expertise (ITSM, CSM, Custom Application, Service Portal, App Engine Studio, Flow Designer, IntegrationHub, UI Builder, Catalog Task, Scoped Applications)
* Ability to implement efficient, scalable, and maintainable CRM solutions in ServiceNow
* Strong problem-solving and debugging skills
* Experience leading and managing projects in Agile or Scrum environments
* Experience with CI/CD and version control tools (e.g., GitHub, GitLab, Bitbucket, Jenkins)
* Ability to work independently and in a team, manage multiple priorities, 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 CRM integration; SOAP is a plus
Customer Data Management
* 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 strong organizational skills, transparency
* Analytical and problem-solving abilities
* Excellent communication and stakeholder engagement
* Mentoring and collaboration leadership
* 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)
Why Merkle?
Innovation at our core as part of dentsu’s global network. Merkle pushes the boundaries of customer experience by integrating creativity, technology, and data to drive real-world impact.
What’s in It for You?
* Global perspective: collaborate with colleagues across 145 countries
* Flexibility and balance: hybrid work, adaptable hours, home office options
* Inclusive and supportive culture
* Competitive reward package, wellness days, volunteering, modern offices
* Growth opportunities through training and data-driven projects
Location
Belgrade
Brand
Merkle
Time Type
Full time
Contract Type
Permanent
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Business Consulting and Services
We cherish the unique talents and perspectives of all individuals and are an equal opportunity employer. Diversity, Equity, and Inclusion (DEI) are central to our vision.
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