ServiceNow FSM Practice Lead

🕒 Yesterday

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $200k - $250k / year

⏰ Full Time

🟠 Senior

🔧 ServiceNow

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Establish and run the Field Service Management practice within iTech AG's Solutions organization • Serve as principal solution architect for the Intelas Next Generation CMMS program • Own technical standards, reference architectures, design patterns, and delivery quality across all iTech AG FSM engagements • Perform design and code reviews, project health checks, and escalation support for at-risk engagements • Build reusable accelerators, scoped applications, integration patterns, demo environments, estimating models, and delivery playbooks • Lead technical discovery, client workshops, solution shaping, level-of-effort and staffing estimates, proposals, orals, and client demonstrations • Partner with Business Development and Solutions leadership on FSM offering development, go-to-market positioning, and capture strategy • Set technical direction for FSM architects, developers, and consultants; mentor teams and lead technical evaluations during hiring • Advise on FSM staffing and resource allocation across engagements • Own certification paths, training plans, and knowledge sharing for FSM capability growth • Track ServiceNow FSM and EAM roadmaps and translate capabilities into offerings and client roadmaps • Support the ServiceNow partner relationship, product specializations, enablement, and joint pursuits • Own end-to-end ServiceNow FSM/EAM/CMDB/CSM/Service Portal/Virtual Agent/IntegrationHub/AI architecture for the Intelas program • Author and maintain the Technical Solution Document, including architecture diagrams, data models, integration patterns, and security model • Architect and lead work order management, task management, scheduling and dispatch, mobile workforce, customer self-service, inventory and asset management, route optimization, and resource coordination • Define configuration standards for digital work orders, field tasks, assignment rules, dispatch queues, and workflow automations • Develop task bundling, questionnaires, inspection checklists, compliance verification, and work order lifecycle workflows • Configure skills-based dispatch, technician skills and certifications, availability, work hours, overtime approvals, priorities, workload, travel, and customer preferences • Support customer service requests, appointment booking, ticket visibility, scheduling preferences, customer communications, and downloadable PDF work order packets • Design and support mobile field service experiences, offline functionality, time and labor tracking, reporting, collaboration, ETA notifications, reminders, and job status updates • Develop customer-facing portals and web-embedded Virtual Agent experiences • Support warehouse and truck-stock inventory, consumable and parts usage, and automated inventory adjustments • Design and govern integrations with OEM manuals, utilization data, RFID/RTLS, shipment tracking, recall vendors, customer SSO, and Snowflake • Support EAM configuration, asset hierarchy, preventive maintenance, inventory, and migration from teamCHAMPS/Nuvolo • Support Clinical Device Management and AI-assisted use cases • Establish development standards and build complex applications, workflows, business rules, UI policies, integrations, and Flow Designer automations • Participate in Agile/Now Create ceremonies, lead reviews, mentor developers, and enforce governance • Support upgrades, patching, performance optimization, troubleshooting, defect resolution, and production support • Ensure compliance with data governance, quality/compliance, and platform security requirements • Contribute to documentation, knowledge transfer, operational readiness, change management, and end-user adoption

🎯 Requirements

• 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 implementations end-to-end, including more than one full-lifecycle or green-field FSM implementation • Proven end-to-end FSM delivery with integrations spanning FSM, EAM/CMDB, CSM/Service Portal, Virtual Agent, and IntegrationHub • Deep architecture and hands-on experience with Work Order and Task Management, Scheduling and Dispatch, Mobile Workforce Applications, Inventory and Asset Tracking, and Customer Communication and Self-Service • Experience configuring ServiceNow Mobile applications and offline capabilities • Experience integrating ServiceNow with external enterprise systems • Strong experience defining ServiceNow data models, CMDB, security models, and overall platform architecture • Proficiency with JavaScript, Glide APIs, Script Includes, and Flow Designer • Experience designing integration architecture using IntegrationHub and REST/SOAP APIs • Experience leading FSM/EAM data migration • Experience working in Agile delivery environments • Strong analytical, troubleshooting, and problem-solving skills • Experience leading, mentoring, and setting technical direction for architects and developers across Agile delivery teams • Senior technical authority experience across more than one concurrent engagement or account • Pre-sales and business development support experience, including technical discovery, solution shaping, level-of-effort and staffing estimates, proposals, orals, or client demonstrations • Experience developing technical talent through mentoring, certification planning, technical interviewing, or skills assessment • Executive-level communication skills • Bachelor's degree • ServiceNow 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 hire • Multiple ServiceNow CIS certifications across products in addition to CIS–FSM • Ability to pass standard pre-employment and customer-required healthcare background checks • Preferred: healthcare, clinical/medical device, biomedical engineering, or other asset-intensive operations experience • Preferred: indoor mapping, enterprise field service operations, logistics management, asset lifecycle management, warehouse operations, inventory tracking, Service Portal, UI Builder, Now Create, IntegrationHub, Virtual Agent, AI/Now Assist, Nuvolo, teamCHAMPS, professional services, ServiceNow partner programs, government environments, and HAM/SAM

🏖️ Benefits

• Reasonable accommodations for individuals with disabilities • Equal opportunity employment • Standard pre-employment and customer-required healthcare background checks