ServiceNow Architect - Field Service Management; FSM

Service Now Architect – Field Service Management (FSM) / CMMS

iTech AG is seeking a Service Now Architect – Field Service Management (FSM) / CMMS to lead the solution architecture for the Intelas Next Generation Computerized Maintenance Management System (CMMS) program — a commercial healthcare engagement delivered for Intelas (a Compass Group USA company). This is a senior, architect-level role responsible for owning the end-to-end FSM solution design on the Service Now platform and the integration architecture that connects it across multiple Service Now products — FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, Integration Hub, and AI/Now Assist.

The ideal candidate is a true Service Now architect who has implemented FSM end-to-end — from solution and data model design through dispatch, mobile, customer portals, parts/inventory, and integrations — and can direct developers to deliver it. They bring proven experience architecting cross-product Service Now solutions and enterprise integrations, ideally in a healthcare, clinical/medical device (biomed/imaging), or asset-intensive setting. This role owns the Technical Solution Document (TSD), defines integration and security patterns, and collaborates with the iTech Solution SME, the Intelas Product Owner, iTech Master Architects (Dustin Barre and Allen Andreas), and dispatch/field operations teams using Service Now's Now Create methodology — including data migration from teamCHAMPS/Nuvolo and integrations to OEM, RFID/RTLS, logistics, FDA/recall, and Snowflake.

Roles and Responsibilities

• Own the end-to-end solution architecture for the Intelas Next Gen CMMS on Service Now FSM, including solution design, data model, and the phased roadmap across modules
• Define the multi-product Service Now architecture spanning FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, Integration Hub, and AI/Now Assist
• Author and maintain the Technical Solution Document (TSD) — architecture diagrams, data model, integration patterns, and security model — and drive architecture decisions and approvals each sprint
• Architect and lead the implementation of Service Now FSM capabilities across the solution, including:
• Work Order Management
• Task Management
• Scheduling and Dispatch
• Mobile Workforce Enablement
• Customer Communication and Self-Service
• Inventory and Asset Management
• Route Optimization and Resource Coordination
• Define configuration standards and the design for 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 the work order lifecycle and dispatch model to Intelas' operating rules, including:
• Work order lifecycle configuration
• Automated skills-based dispatch is the system of record; manual reassignment is supported as an exception workflow, with dispatch logic and assignment rules
• Technician Skills & Certifications (eQMS data usage)
• User Types (e.g., biomed, imaging, cyber, apprentice, intern, etc.)
• Customer Satisfaction/Preferences by Technician
• Technician skills and availability, and scheduling setup
• Overtime Approval Process
• Technician Manager Discretion
• First In/First Out, Priority/Impact
• Workload of technician
• Customer-facing output artifacts, including downloadable PDF work order packets for customer access and audit purposes
• Support customer-initiated service requests, appointment booking, ticket visibility, and scheduling preferences (including preferred/favorite technicians) through the 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,…