ServiceNow FSM Practice Lead

iTech AG

. Establish and run the ServiceNow Field Service Management practice within iTech AG’s Solutions organization .

Posted 9/25/2026full-timeRemote • Virginia • United StatesSenior💰 $200,000 - $250,000 per yearWebsite

Tech Stack

Tools & technologies

JavaScriptServiceNowSOAP

About the role

Key responsibilities & impact

Establish and run the ServiceNow Field Service Management practice within iTech AG’s Solutions organization
Serve as principal solution architect for Intelas’ Next Generation CMMS program
Own technical standards, reference architectures, design patterns, delivery quality, and reusable FSM capabilities across iTech AG engagements
Conduct design and code reviews, project health checks, and escalation support
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 demonstrations
Partner with Business Development and Solutions leadership on FSM offering development and go-to-market strategy
Set technical direction, mentor architects and developers, define certification expectations, and participate in hiring evaluations
Advise on FSM staffing and resource allocation
Own FSM enablement, certification paths, training plans, and knowledge sharing
Track ServiceNow FSM and EAM roadmaps and translate capabilities into offerings and client roadmaps
Support ServiceNow partner relationship, product specializations, enablement, tier advancement, and joint pursuits
Own end-to-end Intelas CMMS architecture across FSM, EAM/CMDB, CSM/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist
Author and maintain the Technical Solution Document, including architecture diagrams, data model, integration patterns, and security model
Architect and lead Work Order Management, Task Management, Scheduling and Dispatch, mobile workforce, customer self-service, inventory, asset management, route optimization, and resource coordination
Configure work order lifecycles, dispatch models, assignment rules, workflows, technician skills, scheduling, overtime approvals, and customer-facing outputs
Support service requests, appointment booking, ticket visibility, scheduling preferences, customer communications, portals, and Virtual Agent experiences
Design mobile field service experiences with offline functionality and mobile work execution
Configure time tracking, labor tracking, field activity reporting, collaboration, ETA notifications, reminders, and job status updates
Design and govern integrations with OEM manuals, utilization data, RFID/RTLS, shipment tracking, recall vendors, customer SSO, and Snowflake
Support EAM configuration and data migration, including asset hierarchies, preventive maintenance, parts/inventory, tables, PMs, and checklists
Support Clinical Device Management workflows and AI-assisted use cases
Build complex custom applications, workflows, business rules, UI policies, integrations, and Flow Designer automations
Participate in Agile/Now Create ceremonies and maintain TSD updates each sprint
Lead code and design reviews, enforce platform best practices, support upgrades and performance optimization, troubleshoot defects and production issues
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

What you’ll need

10+ years of hands-on ServiceNow experience, including 5+ years in a ServiceNow architect or technical lead role
4+ years architecting or leading ServiceNow 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
Deep architecture and hands-on experience across 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 with integrations between ServiceNow and 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, and 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, and proposals, orals, or client demonstrations
Experience developing technical talent through mentoring, certification planning, and 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 Certified Implementation Specialist 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, asset-intensive CMMS/EAM, indoor mapping, enterprise field service, logistics, Service Portal, UI Builder, Now Create, IntegrationHub, Nuvolo, teamCHAMPS, Virtual Agent, AI/Now Assist, professional services, ServiceNow partner programs, government environments, and HAM/SAM experience

Benefits

Comp & perks

Reasonable accommodations for individuals with disabilities
Equal opportunity employment
Opportunity to pursue an expert-level ServiceNow credential for candidates not yet CTA/CMA certified