ServiceNow FSM Practice Lead

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

📋 Description

• Establish and manage the ServiceNow Field Service Management practice within iTech AG’s Solutions organization.

• Act as the principal solution architect for Intelas’ Next Generation CMMS program.

• Oversee technical standards, reference architectures, design patterns, delivery quality, and reusable FSM capabilities across iTech AG engagements.

• Conduct design and code reviews, project health checks, and provide escalation support.

• Develop reusable accelerators, scoped applications, integration patterns, demo environments, estimating models, and delivery playbooks.

• Lead technical discovery, client workshops, solution shaping, level-of-effort and staffing estimates, proposals, orals, and demonstrations.

• Collaborate with Business Development and Solutions leadership on FSM offering development and go-to-market strategy.

• Set the technical direction, mentor architects and developers, define certification expectations, and participate in hiring evaluations.

• Provide advice on FSM staffing and resource allocation.

• Manage FSM enablement, certification paths, training plans, and knowledge sharing.

• Monitor ServiceNow FSM and EAM roadmaps, translating capabilities into offerings and client roadmaps.

• Support the ServiceNow partner relationship, product specializations, enablement, tier advancement, and joint pursuits.

• Take ownership of end-to-end Intelas CMMS architecture across FSM, EAM/CMDB, CSM/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist.

• Author and maintain the Technical Solution Document, which includes architecture diagrams, data model, integration patterns, and security model.

• Architect and lead initiatives in Work Order Management, Task Management, Scheduling and Dispatch, mobile workforce, customer self-service, inventory, asset management, route optimization, and resource coordination.

• Configure work order lifecycles, dispatch models, assignment rules, workflows, technician skills, scheduling, overtime approvals, and customer-facing outputs.

• Support service requests, appointment booking, ticket visibility, scheduling preferences, customer communications, portals, and Virtual Agent experiences.

• Design mobile field service experiences that include offline functionality and mobile work execution.

• Configure time tracking, labor tracking, field activity reporting, collaboration, ETA notifications, reminders, and job status updates.

• Design and govern integrations with OEM manuals, utilization data, RFID/RTLS, shipment tracking, recall vendors, customer SSO, and Snowflake.

• Support EAM configuration and data migration, including asset hierarchies, preventive maintenance, parts/inventory, tables, PMs, and checklists.

• Facilitate Clinical Device Management workflows and AI-assisted use cases.

• Develop complex custom applications, workflows, business rules, UI policies, integrations, and Flow Designer automations.

• Participate in Agile/Now Create ceremonies and maintain TSD updates each sprint.

• Lead code and design reviews, enforce platform best practices, support upgrades and performance optimization, and troubleshoot defects and production issues.

• Ensure adherence to data governance, quality/compliance, and platform security requirements.

• Contribute to documentation, knowledge transfer, operational readiness, change management, and end-user adoption.

⛳️ Requirements

• 10+ years of practical ServiceNow experience, including 5+ years in a ServiceNow architect or technical lead role.

• 4+ years of experience architecting or leading end-to-end ServiceNow FSM implementations, including multiple full-lifecycle or green-field FSM implementations.

• Demonstrated experience in delivering FSM end-to-end with integrations across multiple ServiceNow products.

• In-depth architecture and hands-on experience across Work Order and Task Management, Scheduling and Dispatch, Mobile Workforce Applications, Inventory and Asset Tracking, and Customer Communication and Self-Service.

• Proficient in configuring ServiceNow Mobile applications and offline capabilities.

• Experience with integrations between ServiceNow and external enterprise systems.

• Strong expertise in defining ServiceNow data models, CMDB, security models, and overall platform architecture.

• Proficiency in JavaScript, Glide APIs, Script Includes, and Flow Designer.

• Experience in designing integration architecture using IntegrationHub and REST/SOAP APIs, along with leading FSM/EAM data migration.

• Experience working in Agile delivery environments.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Experience leading, mentoring, and setting technical direction for architects and developers within Agile delivery teams.

• Senior technical authority experience across multiple concurrent engagements or accounts.

• Experience in pre-sales and business development support, including technical discovery, solution shaping, level-of-effort and staffing estimates, as well as proposals, orals, or client demonstrations.

• Experience in developing technical talent through mentoring, certification planning, and technical interviewing or skills assessment.

• Exceptional executive-level communication skills.

• Bachelor’s degree.

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Application Developer (CAD).

• ServiceNow Certified Implementation Specialist (CIS) – Field Service Management (FSM) required, or to be obtained within 90 days of hire.

• Additional ServiceNow Certified Implementation Specialist certifications across products in addition to CIS–FSM.

• Ability to pass standard pre-employment and customer-required healthcare background checks.

• Preferred: experience in healthcare, clinical/medical devices, biomedical engineering, asset-intensive CMMS/EAM, indoor mapping, enterprise field service, logistics, Service Portal, UI Builder, Now Create, IntegrationHub, Nuvolo, teamCHAMPS, Virtual Agent, AI/Now Assist, professional services, ServiceNow partner programs, government environments, and HAM/SAM.

🏝️ Benefits

• Reasonable accommodations for individuals with disabilities.

• Equal opportunity employment.

• Opportunity to pursue an expert-level ServiceNow credential for candidates who are not yet CTA/CMA certified.