Position Overview
We are seeking an experienced ServiceNow Field Service Management (FSM) Specialist to support the implementation, configuration, and optimization of ServiceNow Field Service Management solutions. The ideal candidate will have strong hands-on experience with the ServiceNow platform and a proven understanding of field service processes, workflows, scheduling, dispatch, and mobile workforce management.
Key Responsibilities
- Design, configure, implement, and maintain ServiceNow Field Service Management (FSM) solutions.
- Configure FSM workflows supporting work orders, tasks, scheduling, dispatch, and field service operations.
- Support field service process improvements through ServiceNow automation and platform capabilities.
- Configure and optimize workforce scheduling and dispatch functionality.
- Support technician and mobile workforce experiences, including mobile field service capabilities.
- Integrate FSM with other ServiceNow applications, enterprise systems, and third-party platforms.
- Develop and maintain workflows, business rules, UI policies, integrations, and other ServiceNow configurations.
- Partner with business stakeholders to gather requirements and translate business needs into scalable ServiceNow solutions.
- Troubleshoot application and platform issues and provide ongoing production support.
- Develop reports, dashboards, and metrics to monitor field service performance and operational efficiency.
- Document configurations, processes, integrations, and technical solutions.
- Follow ServiceNow development and implementation best practices.
Required Qualifications
- 5+ years of hands-on experience with the ServiceNow platform.
- ServiceNow Certified System Administrator (CSA) certification.
- ServiceNow Certified Implementation Specialist – Field Service Management (CIS-FSM) certification.
- Strong hands-on experience implementing and configuring ServiceNow FSM.
- Experience with ServiceNow workflows, business rules, integrations, and platform configuration.
- Understanding of field service management processes, including work orders, task management, scheduling, dispatch, and technician management.
- Strong requirements gathering and stakeholder management skills.
- Excellent analytical, troubleshooting, and problem-solving abilities.
Preferred Qualifications
- Experience integrating ServiceNow FSM with other enterprise applications.
- Experience with ServiceNow Mobile or mobile workforce solutions.
- Experience with CMDB, Asset Management, Customer Service Management, or other ServiceNow applications.
- ServiceNow development experience using JavaScript and the ServiceNow scripting framework.
- Experience working in large enterprise environments.
- Additional ServiceNow certifications.
Key Skills
- ServiceNow: FSM, CSA, Workflows, Business Rules, Integrations, Configuration, Reporting
- Field Service: Work Orders, Scheduling, Dispatch, Workforce Management, Mobile Workforce
- Technical: ServiceNow Platform, JavaScript, APIs, System Integrations
- Professional: Requirements Gathering, Stakeholder Management, Troubleshooting, Documentation
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