Description
OVERVIEW
iTech AG is seeking a Senior ServiceNow Developer – Field Service Management (FSM) to support federal programs by designing, developing, and enhancing ServiceNow Field Service Management solutions in secure, scalable, and compliant environments. This role serves as a senior technical contributor responsible for implementing and supporting advanced FSM capabilities that improve operational efficiency, workforce coordination, customer experience, and field service delivery.
The ideal candidate brings strong hands-on ServiceNow development experience with deep expertise across FSM modules including work order management, scheduling and dispatch, mobile workforce enablement, customer engagement, inventory management, and field operations optimization. This role requires collaboration with architects, product owners, dispatch teams, field operations staff, and Agile delivery teams to modernize enterprise service delivery capabilities across federal organizations.
ROLES AND RESPONSIBILITIES
· Design, develop, configure, and enhance ServiceNow Field Service Management (FSM) solutions to support federal operational and field service requirements
· Implement and support ServiceNow FSM capabilities including:
o Work Order Management
o Task Management
o Scheduling and Dispatch
o Mobile Workforce Enablement
o Customer Communication and Self-Service
o Inventory and Asset Management
o Route Optimization and Resource Coordination
· Configure and maintain 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 intelligent scheduling and dispatch capabilities based on technician skills, certifications, location, availability, and parts inventory
· Support appointment booking and customer scheduling experiences through 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 customer self-service portals enabling request submission, appointment booking, and service tracking
· Support inventory and asset management capabilities including:
o Warehouse inventory visibility
o Truck stock inventory tracking
o Consumable and parts usage logging
o Automated inventory adjustments based on field usage
· Develop and maintain integrations between ServiceNow FSM and enterprise systems such as ERP, asset management, GIS, telematics, CRM, and external scheduling platforms
· Build and maintain custom applications, workflows, business rules, UI policies, integrations, and Flow Designer automations
· Collaborate with ServiceNow Architects to implement scalable, standards-based FSM solutions
· Participate in Agile and SAFe ceremonies including PI Planning, sprint planning, reviews, and retrospectives
· Perform code reviews and ensure adherence to development standards and platform best practices
· 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 federal security, compliance, and accessibility 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
· 5+ years of hands-on ServiceNow development experience
· 3+ years of experience implementing or supporting ServiceNow Field Service Management (FSM) capabilities
· Strong experience configuring and developing within:
o Work Order and Task Management
o Scheduling and Dispatch
o Mobile Workforce Applications
o Inventory and Asset Tracking
o Customer Communication and Self-Service
· Experience configuring ServiceNow Mobile applications and offline capabilities
· Experience with integrations between ServiceNow and external enterprise systems
· Strong experience developing custom ServiceNow applications and platform configurations
· Proficiency with ServiceNow scripting including JavaScript, Glide APIs, Script Includes, and Flow Designer
· Experience working in Agile or SAFe delivery environments
· Strong analytical, troubleshooting, and problem-solving skills
EDUCATION AND CERTIFICATIONS
· Bachelor’s degree
· ServiceNow Certified System Administrator (CSA) required
· ServiceNow Certified Application Developer (CAD)
· ServiceNow Certified Implementation Specialist (CIS) – Field Service Management (FSM)
PREFERRED QUALIFICATIONS
· Experience supporting federal government programs
· 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 solutions with ERP, GIS, telematics, or asset management systems
· 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 supporting DevSecOps-aligned Agile teams
· Strong communication, stakeholder engagement, and collaboration skills
· Experience supporting field operations, facilities, logistics, utilities, telecommunications, or public sector service organizations
SECURITY CLEARANCE
· Ability to obtain and maintain a Public Trust
· Pursuant to government contracts, US Citizenship is required
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.
