ServiceNow FSM Developer

Position Overview :

We are looking for a highly skilled ServiceNow Field Service Management (FSM) Specialist / Developer to design, configure, and implement end-to-end field service workflows across our enterprise. In this role, you will leverage ServiceNow FSM capabilities including Dynamic Scheduling, Territory Management, Inventory & Part Management, Mobile Field Service, and Dispatcher Workspace to streamline field operations, improve technician productivity, and optimize dispatch efficiency.

You will work closely with Field Operations, Customer Service (CSM), IT, and Logistics teams to translate complex field requirements into scalable ServiceNow configurations, custom integrations, and automated operational workflows.

Key Responsibilities :

1. ServiceNow FSM Implementation & Customization :

- Core Module Configuration : Lead the technical design, configuration, and enhancement of ServiceNow FSM components, including Work Order Management, Task Dispatching, Dynamic Scheduling, Planned Maintenance, and Territory Management.

- Dispatcher & Mobile Experience : Customize and optimize the Dispatcher Workspace and the ServiceNow Field Service Mobile App (offline sync, GPS location tracking, digital signatures, and asset inspection forms).

- Inventory & Asset Management : Configure inventory management workflows, tracking parts in transfer, field agent trunk stock, return material authorizations (RMAs), and asset lifecycles.

2. Workflow Automation & Integration :

- Build automated business logic using Flow Designer, IntegrationHub, Business Rules, Client Scripts, and Script Includes.

- Configure Dynamic Scheduling Engine parameters to optimize route planning, technician skills matching, SLA compliance, and shift schedules.

- Develop REST/SOAP API integrations to seamlessly connect ServiceNow FSM with external systems (e.g., ERP systems like SAP/Oracle, CRM/CSM platforms, IoT telematics, and GIS mapping tools).

3. Stakeholder Collaboration & Analytics :

- Facilitate discovery workshops with business stakeholders and field managers to document functional requirements and map field operations processes.

- Design custom dashboards and key performance indicator (KPI) reports using Performance Analytics to track Mean Time to Resolution (MTTR), First-Time Fix Rates (FTFR), and technician utilization.

- Provide tier-3 technical support, perform root cause analysis, maintain overall FSM system health, and test platform upgrades (e.g., Washington DC / Xanadu releases).

Required Skills & Qualifications :

- Education : Bachelors degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

- Overall Experience : 7+ years of dedicated hands-on experience on the ServiceNow platform.

- FSM Expertise : Minimum 2+ years implementing, configuring, and supporting ServiceNow Field Service Management (FSM) in an enterprise environment.

Technical Skills :

1. Development & Scripting : High proficiency in JavaScript, HTML, CSS, REST APIs, JSON/XML, and ServiceNow API frameworks.

2. Platform Architecture : In-depth knowledge of ServiceNow Data Models (specifically Work Order & Task tables), Flow Designer, Access Control Lists (ACLs), and Mobile Card Builder/Studio.

3. Dispatch & Routing : Solid understanding of routing algorithms, geofencing, multi-day scheduling, and technician location tracking setup.

4. Integration Capabilities : Experience integrating ServiceNow with third-party inventory, ERP, or Customer Service Management (CSM) systems.

(ref:hirist.tech)