Job Title: ServiceNow Field Service Management Technical Lead

Role Type: Full-Time ( No third party or contractor allowed)

Location: Cary, NC

Compensation: Up to $127k DOE Bonus

Key Competencies: ServiceNow, FSM, CAD, and CSA

Overview:

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

Responsibilities:

• Work with the customer product owners to understand detailed requirements and design scalable solutions 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:

• Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience.
• 5 years of experience in ServiceNow as a field service management 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.

Certifications:

• ServiceNow CSA
• Service Now CAD
• ServiceNow FSM Implementation

# 314279

Job Type: Full-time

Pay: Up to $127,600.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Yearly bonus

Experience level:

• 10 years
• 11 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years

Schedule:

• 8 hour shift

Education:

• Bachelor's (Required)

Experience:

• ServiceNow: 5 years (Required)
• Dispatch Management: 3 years (Required)
• Field Service Management implementation: 5 years (Required)

License/Certification:

• ServiceNow Certification (Required)

Location:

• Cary, NC (Preferred)

Work Location: In person