ServiceNow FSM BA - FSM Implementation
Ampcus Inc · Vienna, VA · Yesterday
RemoteRemoteOTHRFull-time
Key Responsibilities
- Lead and facilitate requirements workshops for ServiceNow FSM capabilities.
- Gather, analyze, and document business requirements and user stories within ServiceNow Agile Development.
- Define and document configuration requirements for:
- Work Order Management
- Dispatcher Workspace
- Dynamic Scheduling
- Planned Maintenance
- Inventor Management
- Field Agent Mobile App
- Skills Management
- Parts Management
- Review customer data templates and provide guidance on data collection.
- Collaborate with ServiceNow developers, architects, and QA consultants throughout implementation.
- Validate solution designs and Functional Requirements Specifications (FRS).
- Perform functional testing in non-production environments before QA testing.
- Support User Acceptance Testing (UAT), execute test cases with business users, document defects, and coordinate issue resolution.
- Train customer SMEs on ServiceNow FSM capabilities and best practices.
- Provide regular project updates, risks, issues, and recommendations to the Project Manager.
- Ensure implemented solutions meet agreed functional and technical requirements.
- Identify and document scope changes and communicate them to project leadership.
Required Skills
- Strong experience implementing ServiceNow Field Service Management (FSM).
- Hands-on experience with:
- Work Order Management
- Dispatcher Workspace
- Dynamic Scheduling
- Planned Maintenance
- Inventor Management
- Field Agent Mobile App
- Skills Management
- Parts Management
- Experience gathering business requirements and conducting stakeholder workshops.
- Strong knowledge of ServiceNow Employee Center or Employee Center Pro.
- Understanding of HR Service Delivery (HRSD) use cases across industries such as utilities, telecommunications, or healthcare.
- Experience writing functional documentation, user stories, and configuration requirements.
- Knowledge of Agile delivery methodologies.
- Strong communication, presentation, and stakeholder management skills.
- Experience supporting functional testing and User Acceptance Testing (UAT).
Required Certifications
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist - Field Service Management (CIS-FSM).
Preferred Qualifications
- Experience working on enterprise ServiceNow implementation projects.
- Ability to work effectively with business stakeholders, technical teams, and project management.
- Strong analytical, problem-solving, and documentation skills.
- Experience delivering end-user training and knowledge transfer.