ServiceNow FSM Technical Lead

2 weeks ago

Cary, NC, United States TEPHRA Full time
Description:

ServiceNow Field Service Management (FSM) Technical Lead

Technical Lead will need to have experience leading teams in an Agile approach, leading solution design sessions, and ensuring quality of delivery of the ServiceNow solution.

Responsibilities:

  • Work with the customer product owners to understand detailed requirements and design scalable solution for implementation, test automation and delivery to end customer
  • Contribute to the design and implementation of new products and features while also enhancing the existing product suite
  • Integration: Integrating ServiceNow FSM with other systems and applications like CareAR, Dispatch tools etc
  • Workflow Automation: Developing and implementing workflows, business rules, and automation scripts to automate customer service processes, such as incident management, problem management, change management, and request fulfillment.
  • Reporting and Analytics: Configuring dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and Field Service Performance
  • Solution Design: Collaborating with stakeholders to understand business requirements and design customer service solutions within the ServiceNow platform.
  • Configuration and Customization: Configuring ServiceNow FSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements.
  • User Experience (UX) Design: Designing 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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