ServiceNow FSM Practice Lead (391)

Description

OVERVIEW

iTech AG is seeking a ServiceNow FSM Practice Lead to establish and run the Field Service Management (FSM) practice within our Solutions organization. This is a senior player-coach role with a dual mandate: serve as the principal solution architect on the Intelas Next Generation Computerized Maintenance Management System (CMMS) program — a commercial healthcare engagement delivered for Intelas (a Compass Group USA company) — while owning the technical direction, delivery standards, and reusable capability for FSM across iTech AG's entire portfolio of Field Service Management work.

The ideal candidate is a true ServiceNow architect who has implemented FSM end-to-end — from solution and data model design through dispatch, mobile, customer portals, parts/inventory, and integrations — and has since taken technical ownership across more than one engagement, directing and mentoring other architects and developers. They are equally credible in a client design workshop, in a pursuit shaping scope and level of effort, and hands-on in the platform building the hardest components. Experience in an asset-intensive field service setting is expected; healthcare, clinical/medical device (biomed/imaging), or CMMS/EAM depth is strongly preferred. 

ROLES & RESPONSIBILITIES

• Serve as the technical owner of ServiceNow Field Service Management across all iTech AG FSM engagements — setting the solution standards, reference architectures, and design patterns that every FSM project follows
• Provide architectural quality assurance and delivery oversight across the FSM portfolio: design and code reviews, project health checks, and escalation support on at-risk engagements
• Build and maintain the practice's reusable assets — accelerators, scoped applications, integration patterns, demo environments, estimating models, and delivery playbooks — so each new FSM engagement starts further along
• Act as the FSM technical lead on business development pursuits: qualify opportunities, shape the solution, run technical discovery and client workshops, size level of effort and staffing, and contribute to proposals, orals, and client demonstrations
• Partner with Business Development and Solutions leadership on FSM offering development, go-to-market positioning, and capture strategy for field service and asset-intensive opportunities
• Set technical direction for FSM architects, developers, and consultants firm-wide in a matrixed model — defining skill and certification expectations, mentoring the team, and leading the technical evaluation of FSM candidates during hiring
• Advise on FSM staffing and resource allocation across engagements in partnership with sector delivery leads and the weekly resourcing process
• Own FSM enablement and capability growth — certification paths, training plans, and knowledge sharing across the broader ServiceNow team
• Track the ServiceNow FSM and EAM product roadmap and new release capabilities, and translate them into iTech AG offerings and client roadmaps
• Support the ServiceNow partner relationship for FSM — product specializations, partner enablement, partner-tier advancement, and joint pursuit activity
• Contribute delivery estimates, staffing plans, and technical risk assessments that inform pricing and margin on FSM work
• Other duties as assigned

As the principal architect on the Intelas NextGen CMMS program, the role's anchor engagement, the FSM Practice Lead will:

• Own the end-to-end solution architecture for the Intelas NextGen CMMS on ServiceNow FSM, including solution design, data model, and the phased roadmap across modules
• Define the multi-product ServiceNow architecture spanning FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist
• Author and maintain the Technical Solution Document (TSD) — architecture diagrams, data model, integration patterns, and security model — and drive architecture decisions and approvals each sprint
• Architect and lead the implementation of ServiceNow FSM capabilities across the solution, including:
• Work Order Management
• Task Management
• Scheduling and Dispatch
• Mobile Workforce Enablement
• Customer Communication and Self-Service
• Inventory and Asset Management
• Route Optimization and Resource Coordination
• Define configuration standards and the design for digital work orders, field tasks, assignment rules, dispatch queues, and workflow automations
• Develop and support task bundling, questionnaires, inspection checklists, and compliance verification workflows
• Configure the work order lifecycle and dispatch model to Intelas' operating rules, including:
• Work order lifecycle configuration
• Automated skills-based dispatch is the system of record; manual reassignment is supported as an exception workflow, with dispatch logic and assignment rules
• Technician Skills & Certifications (eQMS data usage)
• Onsite/Offsite & Work Hours
• User Types (e.g., biomed, imaging, cyber, apprentice, intern, etc.)
• Customer Satisfaction/Preferences by Technician
• Technician skills and availability, and scheduling setup
• Overtime Approval Process
• Technician Manager Discretion
• First In/First Out, Priority/Impact
• Workload of technician
• Travel required?
• Customer-facing output artifacts, including downloadable PDF work order packets for customer access and audit purposes
• Support customer-initiated service requests, appointment booking, ticket visibility, and scheduling preferences (including preferred/favorite technicians) through the Service Portal and/or UI Builder
• Configure route optimization and travel efficiency capabilities for field crews and technicians
• Design, develop, and support mobile field service experiences including offline functionality and mobile work execution
• Configure time tracking, labor tracking, and field activity reporting capabilities
• Support collaboration features including chat, file sharing, and communication between dispatchers and field personnel
• Configure proactive customer communications including ETA notifications, appointment reminders, and job status updates
• Develop external customer-facing portals and web-embedded Virtual Agent experiences enabling service request submission, ticket visibility, role-based access, and downloadable PDF work order packets for customer and audit purposes
• Support inventory and asset management capabilities including:
• Warehouse inventory visibility
• Truck stock inventory tracking
• Consumable and parts usage logging
• Automated inventory adjustments based on field usage
• Design and govern the integration architecture between ServiceNow FSM/EAM and external systems including OneSource OEM manuals, Asimly utilization data, Vizzia/Intelligent Locations RFID/RTLS, FedEx/UPS shipment tracking, FDA & recall vendors, customer SSO, and the Snowflake data warehouse
• Support Enterprise Asset Management (EAM) configuration and data migration — asset hierarchy and classes, preventive maintenance (monthly/quarterly), parts/inventory, and migration of data tables, PMs, and checklists from teamCHAMPS/Nuvolo into ServiceNow
• Support Clinical Device Management (CDM) workflows and AI-assisted use cases such as recommended repair and skills-based routing as defined in the approved Technical Solution Document (TSD)
• Establish development standards and hands-on build the most complex components — custom applications, workflows, business rules, UI policies, integrations, and Flow Designer automations
• Partner with iTech Master Architects (Dustin Barre, Allen Andreas) and the Solution SME on cross-product architecture and technical governance
• Participate in Agile / Now Create ceremonies including sprint planning, backlog refinement, demos, and retrospectives, and contribute to Technical Solution Document (TSD) updates each sprint
• Lead code and design reviews, mentor developers, and enforce platform best practices and technical governance
• Support platform upgrades, patching, and performance optimization activities
• Troubleshoot and resolve FSM defects, mobile issues, and production support requests
• Ensure configurations and customizations align with Intelas data governance, quality/compliance (e.g., Joint Commission, eQMS, CAPA), and platform security requirements
• Contribute to technical documentation, knowledge transfer, and operational readiness activities
• Support organizational change management and end-user adoption efforts for FSM capabilities
• Other duties as assigned

MINIMUM QUALIFICATIONS

• 10+ years of hands-on ServiceNow experience, including 5+ years in a ServiceNow architect or technical lead role
• 4+ years architecting or leading ServiceNow Field Service Management (FSM) implementations end-to-end, including more than one full-lifecycle or green-field FSM implementation
• Proven experience delivering FSM end-to-end with integrations spanning multiple ServiceNow products (e.g., FSM, EAM/CMDB, CSM/Service Portal, Virtual Agent, IntegrationHub)
• Deep architecture and hands-on experience across:
• Work Order and Task Management
• Scheduling and Dispatch
• Mobile Workforce Applications
• Inventory and Asset Tracking
• Customer Communication and Self-Service
• Experience configuring ServiceNow Mobile applications and offline capabilities
• Experience with integrations between ServiceNow and external enterprise systems
• Strong experience defining ServiceNow data models, CMDB, security models, and overall platform architecture
• Proficiency with ServiceNow scripting including JavaScript, Glide APIs, Script Includes, and Flow Designer
• Experience designing integration architecture using IntegrationHub and REST/SOAP APIs, and leading FSM/EAM data migration
• Experience working in Agile delivery environments (ServiceNow Now Create methodology a plus)
• Strong analytical, troubleshooting, and problem-solving skills
• Experience leading, mentoring, and setting technical direction for architects and developers across Agile delivery teams
• Demonstrated experience as the senior technical authority across more than one concurrent engagement or account — setting standards, reviewing others' designs, and serving as the escalation point on delivery risk
• Demonstrated pre-sales and business development support experience: technical discovery, solution shaping, level-of-effort and staffing estimates, and contribution to written proposals, orals, or client demonstrations
• Experience developing technical talent — mentoring, certification planning, and technical interviewing or skills assessment
• Executive-level communication skills, with the ability to present solution architecture, delivery risk, and roadmap trade-offs to client executives and internal leadership

EDUCATION AND CERTIFICATIONS

• Bachelor’s degree
• ServiceNow Certified System Administrator (CSA) 
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS) – Field Service Management (FSM) required, or obtained within 90 days of hire
• Multiple ServiceNow Certified Implementation Specialist (CIS) certifications across products (e.g., CSM, ITSM, Discovery) in addition to CIS–FSM
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) a plus; candidates not yet certified are expected to pursue an expert-level credential

PREFERRED QUALIFICATIONS

• Experience supporting healthcare, clinical/medical device, biomedical engineering, or other asset-intensive (CMMS/EAM) operations — including utilities, manufacturing, transportation/dealer service, or federal field operations
• Experience with Indoor mapping
• Experience implementing enterprise field service operations, workforce coordination, or logistics management solutions
• Familiarity with asset lifecycle management, warehouse operations, and inventory tracking processes
• Experience integrating FSM/EAM solutions with OEM manual systems, RFID/RTLS, shipping carriers, recall feeds, or data warehouses (Snowflake)
• Strong experience with Service Portal, UI Builder, and mobile-first user experience design
• Familiarity with ServiceNow data model, CMDB relationships, and platform performance optimization
• Experience with ServiceNow Now Create methodology and IntegrationHub-based integrations
• Strong communication, stakeholder engagement, and collaboration skills
• Experience supporting field operations in healthcare, biomedical/clinical engineering, facilities, or asset-intensive service organizations
• Familiarity with Nuvolo, teamCHAMPS, or other CMMS/EAM platforms and associated data migration
• Familiarity with ServiceNow Virtual Agent and AI / Now Assist capabilities
• Experience building or leading a ServiceNow practice, capability, or center of excellence within a consulting or systems integrator environment
• Experience delivering in a professional services model with billable utilization targets and multiple concurrent clients
• Experience with ServiceNow partner programs, product specializations, partner enablement, and partner-tier advancement
• Experience delivering ServiceNow in federal, state, or local government environments in addition to commercial work, including FedRAMP-authorized instances
• Depth in ServiceNow Hardware and Software Asset Management (HAM/SAM) as a complement to EAM/CMMS operational asset management

BACKGROUND / ELIGIBILITY

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

PAY INFORMATION

The anticipated annual salary range for this position is $200,000 - 250,000. The final salary offered will be determined on a variety of factors, including the selected candidate's qualifications, experience, education, skills, internal equity, and market considerations, as well as contract specific affordability and organizational requirements. This salary range represents iTech AG's good faith estimate for this position at the time of posting, and not all candidates will qualify for the top of the range.

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.