ServiceNow Field Service Management (FSM) Specialist

Role Summary

Implement and enhance ServiceNow Field Service Management solutions for work orders, dispatch, scheduling, field technicians, parts, assets, and mobile field operations.

Key Responsibilities

• Configure work orders, work order tasks, territories, skills, crews, and assignment processes.
• Implement Dispatcher Workspace, Dynamic Scheduling, auto-assignment, and appointment booking.
• Configure planned maintenance, parts and inventory (stockrooms, transfer orders), and contractor management.
• Implement mobile field-service experiences (Now Mobile / mobile agent, offline capability, geolocation).
• Design SLAs, routing, notifications, and exception-management processes.
• Integrate FSM with CSM, ITSM, ITAM/Enterprise Asset Management, ERP, mapping/location, and external systems.
• Develop operational dashboards for first-time-fix rate, response, utilization, and service quality.
• Support testing, training, releases, and production operations.

Required Qualifications & Skills

• 4+ years of ServiceNow experience, including 2+ years of hands-on FSM implementation.
• Understanding of field-service, dispatch, scheduling, parts, and mobile-workforce processes.
• ServiceNow configuration, Flow Designer, mobile configuration, scripting, and integration experience.
• Strong process-design and stakeholder skills.

Preferred Qualifications

• CSA and CIS-Field Service Management (CIS-FSM).
• Experience with CSM, ITAM/EAM, mobile applications, or complex field-service organizations.

Level & Experience
We are hiring at multiple levels; final level/salary is based on interview performance.

• L2 (3-5 yrs): Independently configures work orders, dispatch, scheduling, parts and mobile experiences.
• L3 (5-8 yrs): Leads FSM workstreams, designs Dynamic Scheduling, planned maintenance and CSM/ERP integrations.
• L4 (8+ yrs): Defines the field service architecture and roadmap across FSM, CSM and asset management, and advises operations and client leadership.

General Expectations

• Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
• Produce clear technical/functional documentation and follow established development, security, change, and release standards.
• Communicate effectively with technical teams, business stakeholders, and client leadership.
• Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.