ServiceNow Architect - Field Service Management (FSM) (375)

Overview

iTech AG is seeking a ServiceNow Architect – Field Service Management (FSM) / CMMS to lead the solution architecture for the Intelas Next Generation Computerized Maintenance Management System (CMMS) program — a commercial healthcare engagement delivered for Intelas (a Compass Group USA company).

Roles And Responsibilities

• 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
• Inventories 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)
• 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
• First In/First Out, Priority/Impact
• Workload of technician
• 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
• 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 AG Master Architects 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

• 8+ years of hands-on ServiceNow experience, including 3+ years in a ServiceNow architect or technical lead role
• 4+ years architecting or leading ServiceNow Field Service Management (FSM) implementations end-to-end
• 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
• Inventories 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
• Ability to pass standard pre-employment and any customer-required healthcare background checks

Preferred Qualifications

• Experience supporting healthcare, clinical/medical device, biomedical engineering, or other asset-intensive (CMMS/EAM) 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