ServiceNow FSM Technical Lead

Job Title : ServiceNow FSM Technical Lead.

Job Type : Remote.

Experience : 9+ Years.

Job Description :

The ideal candidate will lead technical design, architecture, and implementation of FSM solutions, guiding development teams, and ensuring high-quality deliverables.

This role demands strong ServiceNow platform expertise, especially in FSM capabilities such as work order management, dispatching, parts inventory, mobile configuration, asset tracking, and geolocation.

Key Responsibilities :

- Lead end-to-end design and technical delivery of ServiceNow FSM implementations.

- Architect scalable and performant FSM solutions using out-of-the-box and custom components.

- Configure and extend core FSM capabilities : Work Orders, Tasks, Skills Management, Dispatch Console, Territories, Crew Scheduling, Asset Management, etc.

- Set up and optimize mobile configurations (Now Mobile, Field Service mobile app) including offline capabilities.

Technical Development :

- Develop complex scripts (Business Rules, Script Includes, UI Actions, Client Scripts) using JavaScript and the Glide API.

- Implement FSM workflows using Flow Designer or legacy Workflow Editor.

- Customize and manage FSM data models (location, product models, installed assets, labor,

parts, travel time, etc.

- Build custom dashboards and reporting using Performance Analytics.

Integrations :

- Design and implement robust integrations with ERP, CRM, IoT, GPS/Tracking systems using REST/SOAP APIs, IntegrationHub, and MID Servers.

- Enable real-time updates between field technicians and back-office systems.

Leadership & Governance :

- Provide technical direction and mentorship to ServiceNow developers and admins.

- Review code and configurations for performance, security, and platform best practices.

- Engage in sprint planning, estimation, technical workshops, and solution reviews.

- Act as the primary technical contact for internal stakeholders and clients.

Quality Assurance & Optimization :

- Drive unit testing, UAT support, and production deployment readiness.

- Continuously optimize FSM features based on user feedback and analytics.

- Ensure compliance with platform governance, coding standards, and change management policies.

Required Skills & Qualifications :

- Strong understanding of the FSM data model, Work Order lifecycle, skill-based assignment,

dispatch optimization, geolocation, and mobile platform configuration.

- Deep knowledge of ServiceNow platform scripting (JavaScript, GlideRecord, GlideAjax, etc.

- Experience working with ServiceNow Studio, Flow Designer, Scripted REST APIs, and Scoped Applications.

- Expertise in ServiceNow Mobile App configurations (including offline mode).

- Experience integrating with external systems (ERP, CRM, GPS, Inventory systems).

- Familiarity with related ServiceNow modules like ITSM, ITOM, HAM, SAM, and CSM is a plus.

- Strong exposure to Agile, Scrum, or DevOps delivery models.

Certifications (Preferred) :

- ServiceNow CIS - Field Service Management - Highly Preferred.

- ServiceNow Application Developer - Preferred.

- ITIL v4 Foundation - Advantageous.

Soft Skills :

- Excellent communication and client-facing ability.

- Ability to translate business requirements into scalable technical designs.

- Analytical thinker with attention to detail and a proactive approach.