ServiceNow FSM Technical Lead

2 weeks ago


New York, New York, United States TEPHRA Full time
ServiceNow FSM Technical Lead

As a ServiceNow FSM Technical Lead, you will be responsible for leading the implementation of ServiceNow Field Service Management (FSM) solutions for our clients. This role requires a strong technical background, excellent communication skills, and the ability to work collaboratively with cross-functional teams.

Key Responsibilities:
  • Work with customers to understand their detailed requirements and design scalable solutions for implementation, test automation, and delivery to end customers.
  • Contribute to the design and implementation of new products and features while enhancing the existing product suite.
  • Integrate ServiceNow FSM with other systems and applications, such as CareAR and Dispatch tools.
  • Develop and implement workflows, business rules, and automation scripts to automate customer service processes.
  • Configure dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance and trends.
  • Collaborate with stakeholders to design customer service solutions within the ServiceNow platform.
  • Configure ServiceNow FSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements.
  • Design intuitive and user-friendly interfaces for Field agents, managers, and end-users to enhance their experience and productivity within the ServiceNow platform.
Qualifications:
  • 5 years of experience in ServiceNow as a field service management implementation.
  • Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience.
  • Certifications - ServiceNow CSA, Service Now CAD, ServiceNow FSM Implementation.
  • Experience with Field Service Management processes, including Dispatch Management, Advanced Work Assignment, and Knowledge.
  • Excellent analytical and problem-solving skills, with the ability to translate complex business requirements into practical ServiceNow solutions.
  • Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.


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