ServiceNow FSM Practice Lead

Description

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 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
• Other 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 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 Bar​re, 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
• Other duties as assigned

MINIMUM 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.,