ServiceNow Architect - Field Service Management; FSM

OVERVIEW

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.

• 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, appointment reminders, and job status updates
• Develop external customer‑facing portals and web‑embedded Virtual Agent experiences enabling service request submission, ticket visibility, role‑based access, and downloadable PDF work order packets for customer and audit purposes
• Support inventory and asset management capabilities including:
  • Warehouse inventory visibility
  • Truck stock inventory tracking
  • Consumable and parts usage logging
  • Automated inventory adjustments based on field usage
• Design and govern the integration…