ServiceNow Tech Lead - FSM

About the role

We are seeking a highly skilled and experienced Senior Tech Lead specializing in ServiceNow FSM module. The ideal candidate will have over 7 years of experience in Field Dispatch and 3 years in FSM modules. Demonstrated ability to lead teams, implement FSM solutions, and optimize field service management processes to improve efficiency and service delivery.

Key Responsibilities

• Work Orders and Tasks: Manage the full lifecycle of work orders and tasks, ensuring accurate assignment, tracking, and completion using ServiceNow FSM features.
• Schedule Optimization: Implement and optimize scheduling for field service tasks, ensuring efficient resource allocation and minimizing downtime3.
• Resource Management: Oversee the deployment and management of field service resources, including training and development to ensure high-quality service.
• Mobile Solutions: Develop and support mobile solutions for field technicians, ensuring real-time access to tasks, updates, and relevant information on the go.
• GIS/Mapping: Integrate GIS/mapping functionalities for accurate location tracking and route optimization.
• IoT Integration: Implement and manage IoT integrations to enhance field service operations with real-time data and predictive maintenance.
• Field Service Operations: Streamline and improve field service processes, from dispatching to tracking and reporting.

Required Skills

• Experience: 7+ years in consulting and implementing ServiceNow FSM solutions, particularly focusing on work orders, tasks, and schedule optimization.
• Technical Expertise: Proficient in ServiceNow technologies including Flow Designer, REST, JavaScript, and HTML.
• Certifications: ServiceNow Certified System Administrator, CSM Implementor, and FSM Implementor.
• Leadership Skills: Proven experience in leading and managing teams, with strong interpersonal and communication skills.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to identify and implement process improvements.
• Project Management: Experience in managing ITSM projects from inception to completion, ensuring timely delivery and quality outcomes.
• Education: Bachelor’s degree in computer science, Information Technology, or a related field; advanced degrees are a plus.

Preferred Qualifications:

• ServiceNow Certification: ServiceNow Certified System Administrator or other relevant certifications.
• Process Improvement: Experience in process improvement methodologies such as Lean or Six Sigma.
• Integration Experience: Experience integrating ServiceNow with other enterprise systems.