Job Title: ServiceNow FSM BA - FSM Implementation
Location(s): Vienna, VA
(Remote)
Short Description:We are seeking a ServiceNow FSM Functional Consultant / Business Analyst with hands-on implementation experience in ServiceNow Field Service Management (FSM). The ideal candidate will lead requirements workshops, document business requirements, collaborate with technical teams, support testing and UAT, and deliver successful FSM implementations.
Key Responsibilities:- Lead and facilitate requirements workshops for ServiceNow FSM capabilities.
- Gather, analyze, and document business requirements and user stories within ServiceNow Agile Development.
- Define and document configuration requirements for:
- Work Order Management
- Dispatcher Workspace
- Dynamic Scheduling
- Planned Maintenance
- Inventory Management
- Field Agent Mobile App
- Skills Management
- Parts Management
- Review customer data templates and provide guidance on data collection.
- Collaborate with ServiceNow developers, architects, and QA consultants throughout implementation.
- Validate solution designs and Functional Requirements Specifications (FRS).
- Perform functional testing in non-production environments before QA testing.
- Support User Acceptance Testing (UAT), execute test cases with business users, document defects, and coordinate issue resolution.
- Train customer SMEs on ServiceNow FSM capabilities and best practices.
- Provide regular project updates, risks, issues, and recommendations to the Project Manager.
- Ensure implemented solutions meet agreed functional and technical requirements.
- Identify and document scope changes and communicate them to project leadership.
Required Skills:- Strong experience implementing ServiceNow Field Service Management (FSM).
- Hands-on experience with:
- Work Order Management
- Dispatcher Workspace
- Dynamic Scheduling
- Planned Maintenance
- Inventory Management
- Field Agent Mobile Application
- Skills Management
- Parts Management
- Experience gathering business requirements and conducting stakeholder workshops.
- Strong knowledge of ServiceNow Employee Center or Employee Center Pro.
- Understanding of HR Service Delivery (HRSD) use cases across industries such as utilities, telecommunications, or healthcare.
- Experience writing functional documentation, user stories, and configuration requirements.
- Knowledge of Agile delivery methodologies.
- Strong communication, presentation, and stakeholder management skills.
- Experience supporting functional testing and User Acceptance Testing (UAT).
Required Certifications:- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist - Field Service Management (CIS-FSM).
Preferred Qualifications:- Experience working on enterprise ServiceNow implementation projects.
- Ability to work effectively with business stakeholders, technical teams, and project management.
- Strong analytical, problem-solving, and documentation skills.
- Experience delivering end-user training and knowledge transfer.
