Position- ServiceNow Architect with CSA & CAD Certification Mandatory

Location :- Remote

Job Description:

SNOW: 18+ Years

Field Service Management (FSM) : 8+ Years

FSM with other ServiceNow modules like ITSM, CSM (Customer Service Management), and Asset Management: 8+ Years

Mandatory if Applicable

Domain Experience (If any) – Telecom Preferred but not mandatory

Must have Certifications – CSA (Certified System Administrator) and CAD (Certified Application Developer) are required. FSM-specific certifications are a plus.

Prior UST experience – Y / N

If yes – provide dates, details of account/project

We are seeking an experienced ServiceNow Lead Developer with a strong background in Field Service Management (FSM) to lead the design, architecture, and implementation of FSM solutions. The ideal candidate will have a deep understanding of ServiceNow's FSM capabilities and related ServiceNow applications, coupled with a robust technical foundation to deliver best-in-class solutions that improve field service delivery, operational efficiency, and customer satisfaction.

Key Responsibilities:

1. Solution Architecture and Design

o Lead the architecture and design of ServiceNow FSM solutions, aligning with business requirements, industry standards, and best practices.

o Translate business needs into technical specifications, workflows, and integrated solutions.

o Design and implement efficient workflows, resource allocation, and technician scheduling to optimize field operations.

2. FSM Module Expertise

o Serve as the subject matter expert for the FSM module, advising on capabilities, limitations, and configuration options.

o Configure FSM applications, including Dispatch Console, Work Order Management, Asset and Inventory Management, and Mobile App setup.

o Ensure robust integration of FSM with other ServiceNow modules like ITSM, CSM (Customer Service Management), and Asset Management.

3. Technical Implementation and Customization

o Implement and customize ServiceNow FSM solutions, including scripting, configuration, and integration with external systems (ERP, CRM, IoT platforms).

o Develop custom workflows, automation, and mobile functionality for field technicians to improve the end-to-end FSM experience.

o Provide guidance on JavaScript, AngularJS, REST, SOAP, and other relevant scripting and integration technologies.

4. Performance Optimization and Best Practices

o Conduct performance testing and optimization to ensure the FSM module operates efficiently and meets service level agreements (SLAs).

o Identify and address performance bottlenecks, ensuring scalability and reliability for high-volume field service operations.

o Establish and enforce best practices for ServiceNow FSM implementations, including data model design, security, and change management.

Required Skills and Experience:

* Technical Expertise in ServiceNow FSM: Extensive experience with the Field Service Management module, including Dispatch Console, Mobile App for FSM, Work Order Management, and Inventory.

* ServiceNow Platform Knowledge: Proficiency with ServiceNow platform components such as ITSM, CSM, ITOM, and Asset Management, as well as CMDB and integrations.

* Scripting and Development: Strong skills in JavaScript, AngularJS, and ServiceNow scripting, including business rules, client scripts, and UI policies.

* Integrations: Hands-on experience with REST, SOAP, and APIs, integrating FSM with other platforms (e.g., ERP, IoT).

* ServiceNow Certifications: CSA (Certified System Administrator) and CAD (Certified Application Developer) are required. FSM-specific certifications are a plus.

* Field Service Industry Knowledge: Understanding of field service workflows, scheduling, inventory management, and resource allocation.

* Project Management and Agile Methodology: Familiarity with Agile frameworks and experience leading or managing ServiceNow projects.

Preferred Qualifications:

* Experience with IoT integrations in FSM to enhance asset monitoring and predictive maintenance.

* Experience with ServiceNow Application Portfolio Management (APM) and Performance Analytics to measure FSM outcomes.

* ServiceNow Certified Implementation Specialist – FSM or other relevant ServiceNow certifications.

Key Competencies:

* Strong analytical and problem-solving skills.

* Excellent communication and interpersonal skills, able to engage effectively with both technical and business stakeholders.

* Proven ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.

* Detail-oriented with a focus on delivering high-quality, scalable solutions.