ServiceNow FSM Technical Lead

Job Title - ServiceNow FSM Technical Lead

Job Type - Remote

Experience - 9+ Years

Job Description -

We are seeking a highly skilled and technically proficient Technical Lead with specialized experience in ServiceNow Field Service Management (FSM). The ideal candidate will lead technical design, architecture, and implementation of FSM solutions, guiding development teams, and ensuring high-quality deliverables. This role demands strong ServiceNow platform expertise, especially in FSM capabilities such as work order management, dispatching, parts inventory, mobile configuration, asset tracking, and geolocation.

Key Responsibilities:

🔧 FSM Architecture & Implementation

Lead end-to-end design and technical delivery of ServiceNow FSM implementations.

Architect scalable and performant FSM solutions using out-of-the-box and custom components.

Configure and extend core FSM capabilities: Work Orders, Tasks, Skills Management, Dispatch Console, Territories, Crew Scheduling, Asset Management, etc.

Set up and optimize mobile configurations (Now Mobile, Field Service mobile app) including offline capabilities.

💻 Technical Development

Develop complex scripts (Business Rules, Script Includes, UI Actions, Client Scripts) using JavaScript and the Glide API.

Implement FSM workflows using Flow Designer or legacy Workflow Editor.

Customize and manage FSM data models (location, product models, installed assets, labor, parts, travel time, etc.).

Build custom dashboards and reporting using Performance Analytics.

🔄 Integrations

Design and implement robust integrations with ERP, CRM, IoT, GPS/Tracking systems using REST/SOAP APIs, IntegrationHub, and MID Servers.

Enable real-time updates between field technicians and back-office systems.

🧭 Leadership & Governance

Provide technical direction and mentorship to ServiceNow developers and admins.

Review code and configurations for performance, security, and platform best practices.

Engage in sprint planning, estimation, technical workshops, and solution reviews.

Act as the primary technical contact for internal stakeholders and clients.

📊 Quality Assurance & Optimization

Drive unit testing, UAT support, and production deployment readiness.

Continuously optimize FSM features based on user feedback and analytics.

Ensure compliance with platform governance, coding standards, and change management policies.

Required Skills & Qualifications:

9+ years of hands-on ServiceNow experience with 2–3+ years in FSM module.

Strong understanding of the FSM data model, Work Order lifecycle, skill-based assignment, dispatch optimization, geolocation, and mobile platform configuration.

Deep knowledge of ServiceNow platform scripting (JavaScript, GlideRecord, GlideAjax, etc.).

Experience working with ServiceNow Studio, Flow Designer, Scripted REST APIs, and Scoped Applications.

Expertise in ServiceNow Mobile App configurations (including offline mode).

Experience integrating with external systems (ERP, CRM, GPS, Inventory systems).

Familiarity with related ServiceNow modules like ITSM, ITOM, HAM, SAM, and CSM is a plus.

Strong exposure to Agile, Scrum, or DevOps delivery models.

Certifications (Preferred):

ServiceNow CSA – Certified System Administrator – Mandatory

ServiceNow CIS – Field Service Management – Highly Preferred

ServiceNow Application Developer – Preferred

ITIL v4 Foundation – Advantageous

Soft Skills:

Strong leadership and team mentoring skills.

Excellent communication and client-facing ability.

Ability to translate business requirements into scalable technical designs.

Analytical thinker with attention to detail and a proactive approach.