We are seeking an experienced ServiceNow Field Service Management (FSM) Architect to lead the design, implementation, and integration of enterprise FSM solutions. The role will focus on optimizing field operations, including work order management, scheduling, dispatch, technician mobility, asset and inventory management, and customer service workflows.
Key Responsibilities
- Architect end-to-end ServiceNow FSM solutions, including work orders, scheduling, dispatch, service territories, technician skills, mobile workflows, assets, inventory, and service contracts.
- Lead discovery workshops and translate field-service business requirements into scalable technical designs.
- Design integrations between ServiceNow FSM and ERP, CRM, asset, inventory, GIS, identity, and customer-facing systems.
- Use IntegrationHub, Flow Designer, MID Server, REST/SOAP APIs, web services, and event-driven patterns to deliver secure integrations.
- Define solution standards for architecture, security, performance, data quality, governance, and maintainability.
- Provide technical leadership, architecture reviews, troubleshooting support, and guidance to developers and delivery teams.
- Work closely with ITSM, CSM, ITOM, Asset Management, and business teams to deliver connected service operations.
Required Qualifications
- 10+10+10+ years of experience in enterprise architecture, systems integration, or service-management delivery.
- Strong hands-on ServiceNow FSM implementation experience.
- Expertise in ServiceNow platform architecture, IntegrationHub, Flow Designer, MID Server, REST APIs, SOAP APIs, and ServiceNow Mobile.
- Experience integrating ServiceNow with platforms such as SAP, Salesforce, Microsoft Dynamics, Oracle, Workday, inventory systems, GIS, and identity providers.
- Strong knowledge of field-service operations, ITIL, SLAs, scheduling, dispatch, technician workflows, and service delivery.
- Knowledge of OAuth, SAML, JWT, LDAP, SSO, and API security practices.
- Excellent stakeholder management, communication, solution-design, and technical leadership skills.
Preferred Qualifications
- ServiceNow CSA, CAD, and/or CIS – Field Service Management certification.
- Experience with ServiceNow CSM, ITSM, ITOM, CMDB, Asset Management, or Service Graph Connector.
- Experience with Azure, AWS, GCP, Agile, DevOps, middleware, or event-driven integration architectures.
Ideal Candidate
A strategic, hands-on ServiceNow FSM Architect who can design secure, scalable, mobile-enabled field-service solutions and connect them effectively with the wider enterprise ecosystem
Work Location: Hybrid remote in Indore, Madhya Pradesh (Indore)
