Role SummaryWe are looking for a
ServiceNow FSM Developer to design, configure, and enhance
Field Service Management capabilities in ServiceNow. The candidate will work on
FSM work orders, dispatching, scheduling, mobile, SLAs, automation, and integrations, ensuring smooth end-to-end field operations.
Key Responsibilities - Configure and develop ServiceNow FSM modules: Work Orders, Work Tasks, Dispatching, Scheduling, Agent assignments, Territories, Skills, and Inventory/Parts.
- Customize FSM Workspaces, Mobile Agent experiences, and field workflows.
- Implement Flow Designer / Workflow, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions.
- Configure SLAs, notifications, approvals, and escalation rules for FSM operations.
- Build and support integrations using REST/SOAP, MID Server (if needed), and external systems (ERP/CRM).
- Work on CMDB/CSDM alignment for field assets and configuration items.
- Create reports, dashboards, and (preferred) Performance Analytics for field metrics (SLA, first-time fix rate, technician utilization).
- Handle UAT support, defect fixing, deployment, and production support.
- Collaborate with business stakeholders and follow Agile/Scrum delivery.
- Mandatory Skills
- ServiceNow FSM (Field Service Management) hands-on
- ServiceNow development: JavaScript, Glide API
- Flow Designer / Workflow
- Service Portal / UI Builder / Workspace configuration (FSM workspace preferred)
- REST API integrations
- Strong ITSM fundamentals (Incident/Change/Request) and understanding of CMDB
- Good-to-Have Skills
- Field Service Operations (FSO) exposure
- Advanced Work Assignment (AWA) and assignment optimization
- ServiceNow CSM integration with FSM
- Tools / Platforms
- ServiceNow, IntegrationHub (nice to have), MID Server (nice to have)
- Jira/Confluence, Git (optional), Postman
- Performance Analytics (PA) for FSM reporting
- Discovery / Service Mapping (for asset/service context)
- ATF (Automated Test Framework), DevOps integration (CI/CD)
