ServiceNow Architect - Field Service Management (FSM) (375)

OVERVIEW

iTech AG is seeking a ServiceNow Architect – Field Service Management (FSM) / CMMS to lead the solution architecture for the Intelas Next Generation Computerized Maintenance Management System (CMMS) program — a commercial healthcare engagement delivered for Intelas (a Compass Group USA company). This is a senior, architect-level role responsible for owning the end-to-end FSM solution design on the ServiceNow platform and the integration architecture that connects it across multiple ServiceNow products — FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist.

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 can direct developers to deliver it. They bring proven experience architecting cross-product ServiceNow solutions and enterprise integrations, ideally in a healthcare, clinical/medical device (biomed/imaging), or asset-intensive setting.

This role owns the Technical Solution Document (TSD), defines integration and security patterns, and collaborates with the iTech Solution SME, the Intelas Product Owner, iTech Master Architects (Dustin Barre and Allen Andreas), and dispatch/field operations teams using ServiceNow's Now Create methodology — including data migration from teamCHAMPS/Nuvolo and integrations to OEM, RFID/RTLS, logistics, FDA/recall, and Snowflake.

ROLES AND RESPONSIBILITIES

• 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)
• 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
• 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 AG Master Architects 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

• 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

EDUCATION AND CERTIFICATIONS

Bachelor’s degree

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Application Developer (CAD)

ServiceNow Certified Implementation Specialist (CIS) – Field Service Management (FSM)

Multiple ServiceNow Certified Implementation Specialist (CIS) certifications across products (e.g., CSM, ITSM, Discovery) in addition to CIS–FSM

PREFERRED QUALIFICATIONS

Experience supporting healthcare, clinical/medical device, biomedical engineering, or other asset-intensive (CMMS/EAM) operations

Experience with Indoor mapping

Experience implementing enterprise field service operations, workforce coordination, or logistics management solutions

Familiarity with asset lifecycle management, warehouse operations, and inventory tracking processes

Experience integrating FSM/EAM solutions with OEM manual systems, RFID/RTLS, shipping carriers, recall feeds, or data warehouses (Snowflake)

Strong experience with Service Portal, UI Builder, and mobile-first user experience design

Familiarity with ServiceNow data model, CMDB relationships, and platform performance optimization

Experience with ServiceNow Now Create methodology and IntegrationHub-based integrations

Strong communication, stakeholder engagement, and collaboration skills

Experience supporting field operations in healthcare, biomedical/clinical engineering, facilities, or asset-intensive service organizations

Familiarity with Nuvolo, teamCHAMPS, or other CMMS/EAM platforms and associated data migration

Familiarity with ServiceNow Virtual Agent and AI / Now Assist capabilities

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.