ServiceNow FSM Practice Lead (377)

Overview 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. Roles & 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 followsProvide architectural quality assurance and delivery oversight across the FSM portfolio: design and code reviews, project health checks, and escalation support on at-risk engagementsBuild 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 alongAct 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 demonstrationsPartner with Business Development and Solutions leadership on FSM offering development, go-to-market positioning, and capture strategy for field service and asset-intensive opportunitiesSet 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 hiringAdvise on FSM staffing and resource allocation across engagements in partnership with sector delivery leads and the weekly resourcing processOwn FSM enablement and capability growth — certification paths, training plans, and knowledge sharing across the broader ServiceNow teamTrack the ServiceNow FSM and EAM product roadmap and new release capabilities, and translate them into iTech AG offerings and client roadmapsSupport the ServiceNow partner relationship for FSM — product specializations, partner enablement, partner-tier advancement, and joint pursuit activityContribute delivery estimates, staffing plans, and technical risk assessments that inform pricing and margin on FSM workOther duties as assigned As the principal architect on the Intelas NextGen CMMS program, the role's anchor engagement, the FSM Practice Lead will: 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 modulesDefine the multi-product ServiceNow architecture spanning FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, IntegrationHub, and AI/Now AssistAuthor and maintain the Technical Solution Document (TSD) — architecture diagrams, data model, integration patterns, and security model — and drive architecture decisions and approvals each sprintArchitect and lead the implementation of ServiceNow FSM capabilities across the solution, including:Work Order ManagementTask ManagementScheduling and DispatchMobile Workforce EnablementCustomer Communication and Self-ServiceInventory and Asset ManagementRoute Optimization and Resource CoordinationDefine configuration standards and the design for digital work orders, field tasks, assignment rules, dispatch queues, and workflow automationsDevelop and support task bundling, questionnaires, inspection checklists, and compliance verification workflowsConfigure the work order lifecycle and dispatch model to Intelas' operating rules, including:Work order lifecycle configurationAutomated skills-based dispatch is the system of record; manual reassignment is supported as an exception workflow, with dispatch logic and assignment rulesTechnician Skills & Certifications (eQMS data usage)Onsite/Offsite & Work HoursUser Types (e.g., biomed, imaging, cyber, apprentice, intern, etc.)Customer Satisfaction/Preferences by TechnicianTechnician skills and availability, and scheduling setupOvertime Approval ProcessTechnician Manager DiscretionFirst In/First Out, Priority/ImpactWorkload of technicianTravel required?Customer-facing output artifacts, including downloadable PDF work order packets for customer access and audit purposesSupport customer-initiated service requests, appointment booking, ticket visibility, and scheduling preferences (including preferred/favorite technicians) through the Service Portal and/or UI BuilderConfigure route optimization and travel efficiency capabilities for field crews and techniciansDesign, develop, and support mobile field service experiences including offline functionality and mobile work executionConfigure time tracking, labor tracking, and field activity reporting capabilitiesSupport collaboration features including chat, file sharing, and communication between dispatchers and field personnelConfigure proactive customer communications including ETA notifications, appointment reminders, and job status updatesDevelop 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 purposesSupport inventory and asset management capabilities including:Warehouse inventory visibilityTruck stock inventory trackingConsumable and parts usage loggingAutomated inventory adjustments based on field usageDesign 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 warehouseSupport 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 ServiceNowSupport 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 automationsPartner with iTech Master Architects (Dustin Barre, Allen Andreas) and the Solution SME on cross-product architecture and technical governanceParticipate in Agile / Now Create ceremonies including sprint planning, backlog refinement, demos, and retrospectives, and contribute to Technical Solution Document (TSD) updates each sprintLead code and design reviews, mentor developers, and enforce platform best practices and technical governanceSupport platform upgrades, patching, and performance optimization activitiesTroubleshoot and resolve FSM defects, mobile issues, and production support requestsEnsure configurations and customizations align with Intelas data governance, quality/compliance (e.g., Joint Commission, eQMS, CAPA), and platform security requirementsContribute to technical documentation, knowledge transfer, and operational readiness activitiesSupport organizational change management and end-user adoption efforts for FSM capabilitiesOther duties as assigned Minimum Qualifications 10+ years of hands-on ServiceNow experience, including 5+ years in a ServiceNow architect or technical lead role4+ years architecting or leading ServiceNow Field Service Management (FSM) implementations end-to-end, including more than one full-lifecycle or green-field FSM implementationProven 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 ManagementScheduling and DispatchMobile Workforce ApplicationsInventory and Asset TrackingCustomer Communication and Self-ServiceExperience configuring ServiceNow Mobile applications and offline capabilitiesExperience with integrations between ServiceNow and external enterprise systemsStrong experience defining ServiceNow data models, CMDB, security models, and overall platform architectureProficiency with ServiceNow scripting including JavaScript, Glide APIs, Script Includes, and Flow DesignerExperience designing integration architecture using IntegrationHub and REST/SOAP APIs, and leading FSM/EAM data migrationExperience working in Agile delivery environments (ServiceNow Now Create methodology a plus)Strong analytical, troubleshooting, and problem-solving skillsExperience leading, mentoring, and setting technical direction for architects and developers across Agile delivery teamsDemonstrated 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 riskDemonstrated 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 demonstrationsExperience developing technical talent — mentoring, certification planning, and technical interviewing or skills assessmentExecutive-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 degreeServiceNow Certified System Administrator (CSA) ServiceNow Certified Application Developer (CAD) ServiceNow Certified Implementation Specialist (CIS) – Field Service Management (FSM) required, or obtained within 90 days of hireMultiple ServiceNow Certified Implementation Specialist (CIS) certifications across products (e.g., CSM, ITSM, Discovery) in addition to CIS–FSMServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) a plus; candidates not yet certified are expected to pursue an expert-level credential Preferred Qualifications Experience supporting healthcare, clinical/medical device, biomedical engineering, or other asset-intensive (CMMS/EAM) operations — including utilities, manufacturing, transportation/dealer service, or federal field operationsExperience with Indoor mapping Experience implementing enterprise field service operations, workforce coordination, or logistics management solutionsFamiliarity with asset lifecycle management, warehouse operations, and inventory tracking processesExperience 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 designFamiliarity with ServiceNow data model, CMDB relationships, and platform performance optimizationExperience with ServiceNow Now Create methodology and IntegrationHub-based integrationsStrong communication, stakeholder engagement, and collaboration skillsExperience supporting field operations in healthcare, biomedical/clinical engineering, facilities, or asset-intensive service organizationsFamiliarity with Nuvolo, teamCHAMPS, or other CMMS/EAM platforms and associated data migrationFamiliarity with ServiceNow Virtual Agent and AI / Now Assist capabilitiesExperience building or leading a ServiceNow practice, capability, or center of excellence within a consulting or systems integrator environmentExperience delivering in a professional services model with billable utilization targets and multiple concurrent clientsExperience with ServiceNow partner programs, product specializations, partner enablement, and partner-tier advancementExperience delivering ServiceNow in federal, state, or local government environments in addition to commercial work, including FedRAMP-authorized instancesDepth in ServiceNow Hardware and Software Asset Management (HAM/SAM) as a complement to EAM/CMMS operational asset management BACKGROUND / ELIGIBILITY Ability to pass standard pre-employment and any customer-required healthcare background checks PAY INFORMATION The anticipated annual salary range for this position is $200,000 - 250,000. The final salary offered will be determined on a variety of factors, including the selected candidate's qualifications, experience, education, skills, internal equity, and market considerations, as well as contract specific affordability and organizational requirements. This salary range represents iTech AG's good faith estimate for this position at the time of posting, and not all candidates will qualify for the top of the range. iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws. iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.