ServiceNow FSM Architect

About the role

We’re looking for a ServiceNow Field Service Management (FSM) Architect to lead the design and delivery of enterprise ServiceNow FSM solutions for our clients. This is a client-facing role that combines deep technical expertise with consulting, solution architecture, and pre-sales responsibilities. You’ll work closely with customers to understand their business processes, design scalable FSM solutions, lead implementation teams, and support pre-sales activities including solutioning, scoping, estimates, and Statements of Work when not actively delivering projects.

Responsibilities

• Lead end-to-end ServiceNow FSM implementations from discovery through deployment.
• Design scalable, best-practice ServiceNow FSM solutions that leverage out-of-the-box capabilities wherever possible.
• Facilitate client workshops to gather requirements and translate business needs into technical solutions.
• Provide technical leadership to development teams throughout project delivery.
• Review solution designs, configurations, integrations, and customizations to ensure quality and scalability.
• Persist with project managers to estimate effort, identify risks, and drive successful project delivery.
• Support pre-sales by leading discovery sessions, solution demonstrations, architecture discussions, project scoping, effort estimation, and Statement of Work creation.
• Partner with clients throughout implementation and ongoing platform evolution.
• Act as a trusted advisor to clients throughout implementation and ongoing platform evolution.
• Mentor junior consultants and developers on ServiceNow FSM best practices.

Requirements

• 7+ years of ServiceNow implementation experience.
• Deep hands-on expertise with ServiceNow Field Service Management (FSM).
• Experience designing and implementing enterprise-scale FSM solutions.
• Strong understanding of:
  • Work Orders
  • Work Order Tasks
  • Scheduling & Dispatch
  • Dispatcher Workspace
  • Mobile Agent
  • Service Territories
  • Skills Management
  • Resource Scheduling
  • Asset Management
  • CSDM and CMDB
• Experience integrating ServiceNow with ERP, CRM, IoT, GIS, or third-party scheduling platforms.
• Strong knowledge of Flow Designer, IntegrationHub, REST/SOAP APIs, Script Includes, Business Rules, Client Scripts, and Service Catalog.
• Proven experience leading workshops and engaging directly with executive and business stakeholders.
• Experience creating project estimates, solution designs, and Statements of Work.
• Excellent communication and consulting skills.

Preferred Qualifications

• Certified System Administrator (CSA)
• Certified Implementation Specialist – Field Service Management (CIS-FSM)
• Certified Application Developer (CAD)
• Certified Technical Architect (CTA) or Certified Master Architect (preferred but not required)

Benefits

• Unlimited Vacation/PTO
• Full Health Benefits and 401k Fixed Percentage Plan (USA only)
• RRSP (Canada)
• Full remote and distributed teams
• Paid Parental Leave
• Ongoing training and education opportunities
• 0% Bureaucracy Culture - Focus is on responsibilities, not title

Equal Opportunity Employer

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