ServiceNow Architect – Field Service Management, FSM

🕒 July 14

⚔️ Virginia – Remote

⚔️ Virginia – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🔧 ServiceNow

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iTech AG

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

💼 Consulting

🔒 Cybersecurity

Consulting • Cybersecurity • Software Development

iTech AG is a company that provides advanced technology solutions aimed at unlocking the potential of organizations in both the public and private sectors. They specialize in modernizing systems and processes through a variety of services including management consulting, portfolio, program, and project management, agile transformation, digital platforms, digital innovations, cloud and infrastructure, and cybersecurity. iTech AG is noted for its capability to tailor and implement agile solutions and their approach to secure enterprise operations. As a ServiceNow Elite Partner, they work with leading technology companies to deliver innovative solutions that meet evolving market and customer needs.

📋 Description

• 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. • 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 Enterprise Asset Management (EAM) configuration and data migration • Support Clinical Device Management (CDM) workflows and AI-assisted use cases

🎯 Requirements

• 8+ years of hands-on ServiceNow experience, including 3+ years in a ServiceNow architect or technical lead role • 4+ years architecting or leading ServiceNow Field Service Management (FSM) implementations end-to-end • 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 developers within Agile delivery teams • Ability to pass standard pre-employment and any customer-required healthcare background checks.

🏖️ Benefits

• Health insurance • 401(k) matching • Professional development opportunities • Remote work options