Operations Data Analyst III

About the role

Pivot Point Solutions is seeking an experienced ServiceNow FSM Administrator to administer, configure, and support the ServiceNow Field Service Management (FSM) environment. This role will be responsible for maintaining the platform and ensuring that scheduling, dispatch, technician mobility, work management, inventory, and field-service workflows operate reliably and efficiently. The ideal candidate has at least three years of direct ServiceNow platform administration experience with hands-on expertise in the FSM application. This position requires practical experience configuring Dispatcher Workspace, Mobile Agent, dynamic scheduling, work orders, territories, inventory, and core ServiceNow platform functionality. Candidates must hold both the ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist - Field Service Management (CIS-FSM) certifications.

Pivot Point Solutions is a California-based consulting firm that delivers experienced field professionals to construction and utility organizations across the state. The company partners with contractors, program owners, and utility clients to provide skilled inspection, construction management, and field support personnel who keep infrastructure projects safe, compliant, and on schedule. Its team understands the demands of active construction environments, from underground gas and electric infrastructure to large-scale utility programs. By pairing deep industry knowledge with a responsive, hands‑on approach, Pivot Point Solutions helps clients maintain quality, meet regulatory requirements, and keep field operations running smoothly on some of California's most critical infrastructure projects. The firm delivers experienced field professionals throughout California's construction and utility industries, supporting critical infrastructure initiatives by placing inspectors, construction managers, and field personnel who understand complex, highly regulated construction environments. It partners with clients to provide professionals who can integrate quickly with project teams, operate independently in the field, and help ensure projects are completed safely, efficiently, and in full compliance with utility specifications, codes, and quality standards.

Responsibilities

• Administer, configure, maintain, and support the ServiceNow Field Service Management application.
• Monitor the health and performance of the FSM environment and troubleshoot platform and application issues.
• Support platform upgrades, releases, configuration changes, and ongoing technical operations.
• Configure and troubleshoot Dispatcher Workspace to support efficient technician scheduling and task assignment.
• Maintain dynamic scheduling capabilities, assignment rules, territories, and field-service routing workflows.
• Configure and support ServiceNow Mobile Agent functionality for field technicians.
• Develop and optimize mobile and offline workflows to support technicians working in the field.
• Configure work orders, work order tasks, task dependencies, assignment logic, and related FSM data models.
• Maintain map integrations and location-based functionality used for scheduling and dispatch.
• Configure field-service inventory processes, including parts management, stockrooms, assets, and transfer rules.
• Develop and maintain UI policies, business rules, client scripts, ACLs, notifications, and other ServiceNow platform configurations.
• Troubleshoot issues across scheduling, dispatch, mobile, inventory, and work management processes.
• Partner with business stakeholders, field operations, technical teams, and other ServiceNow resources to identify requirements and improve workflows.
• Maintain platform documentation and support controlled configuration and release practices.
• Identify opportunities to improve technician productivity, dispatcher efficiency, and overall field-service operations through ServiceNow FSM.

Requirements

• 3+ years of direct, hands-on ServiceNow platform administration experience.
• Direct experience administering and configuring ServiceNow Field Service Management (FSM).
• Current ServiceNow Certified System Administrator (CSA) certification.
• Current ServiceNow Certified Implementation Specialist - Field Service Management (CIS-FSM) certification.
• Hands-on experience configuring and supporting Dispatcher Workspace.
• Experience with ServiceNow Mobile Agent and mobile workflows for field technicians.
• Strong understanding of dynamic scheduling, assignment rules, territory planning, and map integrations.
• Experience configuring work orders, work order tasks, dependencies, and related FSM data structures.
• Experience with FSM inventory and logistics functionality, including parts, stockrooms, assets, and transfers.
• Hands-on ServiceNow configuration experience with UI policies, business rules, client scripts, ACLs, and notifications.
• Strong troubleshooting and problem-solving skills