ServiceNow FSM Practice Lead (377)

About the role

iTech AG is seeking a ServiceNow FSM Practice Lead to establish and run the Field Service Management (FSM) practice within our Solutions organization. This is a senior player-coach role with a dual mandate: serve as the principal solution architect on the Intelas Next Generation Computerized Maintenance Management System (CMMS) program — a commercial healthcare engagement delivered for Intelas (a Compass Group USA company) — while owning the technical direction, delivery standards, and reusable capability for FSM across iTech AG's entire portfolio of Field Service Management work.

The ideal candidate is a true ServiceNow architect who has implemented FSM end-to-end — from solution and data model design through dispatch, mobile, customer portals, parts/inventory, and integrations — and has since taken technical ownership across more than one engagement, directing and mentoring other architects and developers. They are equally credible in a client design workshop, in a pursuit shaping scope and level of effort, and hands-on in the platform building the hardest components. Experience in an asset-intensive field service setting is expected; healthcare, clinical/medical device (biomed/imaging), or CMMS/EAM depth is strongly preferred.

Responsibilities

• Serve as the technical owner of ServiceNow Field Service Management across all iTech AG FSM engagements — setting the solution standards, reference architectures, and design patterns that every FSM project follows.
• Provide architectural quality assurance and delivery oversight across the FSM portfolio: design and code reviews, project health checks, and escalation support on at-risk engagements.
• Build and maintain the practice's reusable assets — accelerators, scoped applications, integration patterns, demo environments, estimating models, and delivery playbooks — so each new FSM engagement starts further along.
• Act as the FSM technical lead on business development pursuits: qualify opportunities, shape the solution, run technical discovery and client workshops, size level of effort and staffing, and contribute to proposals, orals, and client demonstrations.
• Partner with Business Development and Solutions leadership on FSM offering development, go-to-market positioning, and capture strategy for field service and asset-intensive opportunities.
• Set technical direction for FSM architects, developers, and consultants firm-wide in a matrixed model — defining skill and certification expectations, mentoring the team, and leading the technical evaluation of FSM candidates during hiring.
• Advise on FSM staffing and resource allocation across engagements in partnership with sector delivery leads and the weekly resourcing process.
• Own FSM enablement and capability growth — certification paths, training plans, and knowledge sharing across the broader ServiceNow team.
• Track the ServiceNow FSM and EAM product roadmap and new release capabilities, and translate them into iTech AG offerings and client roadmaps.
• Support the ServiceNow partner relationship for FSM — product specializations, partner enablement, partner-tier advancement, and joint pursuit activity.
• Contribute delivery estimates, staffing plans, and technical risk assessments that inform pricing and margin on FSM work.

Intelas NextGen CMMS Program 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
  • Inventory 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)
  • Onsite/Offsite & Work Hours
  • 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
  • Technician Manager Discretion
  • First In/First Out, Priority/Impact
  • Workload of technician
  • Travel required?
• 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.
• Support Clinical Device Management (CDM) workflows and AI-assisted use cases such as recommended repair and skills-based routing as defined in the approved Technical Solution Document (TSD).
• 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 Master Architects (Dustin Barre, Allen Andreas) 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.

Qualifications

• 10+ years of hands-on ServiceNow experience, including 5+ years in a ServiceNow architect or technical lead role.
• 4+ years architecting or leading ServiceNow Field Service Management (FSM) implementations end-to-end, including more than one full-lifecycle or green-field FSM implementation.
• 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
  • Inventory 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.
• Experience leading, mentoring, and setting technical direction for architects and developers across Agile delivery teams.
• Demonstrated experience as the senior technical authority across more than one concurrent engagement or account — setting standards, reviewing others' designs, and serving as the escalation point on delivery risk.
• Demonstrated pre-sales and business development support experience: technical discovery, solution shaping, level-of-effort and staffing estimates, and contribution to written proposals, orals, or client demonstrations.
• Experience developing technical talent — mentoring, certification planning, and technical interviewing or skills assessment.
• Executive-level communication skills, with the ability to present solution architecture, delivery risk, and roadmap trade-offs to client executives and internal leadership.

Education and Certifications

• Bachelor’s degree.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• Service