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
• Partner 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
• 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)
• Strong understanding of: Work Orders, Work Order Tasks, Scheduling & Dispatch, Dispatcher Workspace, Mobile Agent, Service Territories
• 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

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

Pay

TBD

Schedule

Remote