Overview

We are seeking an experienced ServiceNow Field Service Operations (FSO) Consultant to design, configure, and implement ServiceNow FSO solutions. The candidate will work closely with business stakeholders, solution architects, and technical teams to streamline field service processes, optimize work order management, scheduling, dispatching, and enhance technician productivity.

Key Responsibilities

Functional Responsibilities

• Gather and analyze business requirements related to Field Service Operations.
• Conduct workshops and requirement discovery sessions with stakeholders.
• Prepare Functional Requirement Documents (FRD), Solution Design Documents (SDD), and user stories.
• Configure and implement ServiceNow FSO capabilities including:
  • Work Orders
  • Work Order Tasks
  • Agent Mobile App
  • Dispatcher Workspace
  • Scheduling & Dispatch
  • Assignment Rules
  • Service Territories
  • Technician Management
  • Inventory and Asset Integration
• Support UAT activities and business demonstrations.
• Conduct Show & Tell sessions and end-user training.

Technical Responsibilities

• Configure ServiceNow FSO applications and workflows.
• Develop Flow Designer flows and business rules.
• Configure Work Order lifecycle management.
• Configure Scheduling Policies and Dynamic Scheduling.
• Develop reports and dashboards.
• Integrate FSO with:
  • Asset Management
  • CMDB
  • ITSM
  • Third-party systems using REST/SOAP APIs
• Support data migration and deployment activities.

Required Skills

• Strong experience in ServiceNow platform.
• Hands-on experience with ServiceNow Field Service Operations (FSO).
• Knowledge of:
  • ITSM
  • CMDB
  • Asset Management
  • Mobile Agent
  • Flow Designer
  • IntegrationHub
• Experience with Agile/Scrum methodologies.
• Understanding of service delivery and field workforce management processes.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist – Field Service Management (CIS-FSM)
• ITIL Foundation Certification

Roles & Responsibilities Summary

• Requirement Gathering
• Solution Design
• FSO Configuration
• Scheduling & Dispatch Setup
• Mobile Agent Configuration
• Integration Support
• UAT Support
• Go-Live Support
• Hypercare Support