Responsibilities
- Lead the complete solution architecture for the NextGen CMMS on ServiceNow FSM, covering design, data structure, and module rollout planning
- Design a unified ServiceNow architecture across FSM, EAM/CMDB, CSM/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist capabilities
- Create and maintain the Technical Solution Document (TSD), including architecture visuals, data models, integration approaches, and security policies, while guiding sprint-level architectural decisions
- Design and oversee implementation of core FSM functions: Work Order and Task Management, Scheduling and Dispatch, Mobile Workforce tools, Customer Self-Service, Inventory and Asset Management, Route Optimization, and Resource Coordination
- Establish configuration standards and design digital work orders, field tasks, assignment logic, dispatch queues, and automated workflows
- Build and maintain task grouping, surveys, inspection lists, and compliance validation processes
- Tailor the work order lifecycle and dispatch framework to business rules, incorporating automated skill-based dispatch with manual override options, technician qualifications from eQMS, user categories, customer preferences, availability, scheduling rules, overtime approvals, management discretion, FIFO logic, priority settings, and workload balancing
- Produce customer-accessible deliverables such as downloadable PDF work order packages for transparency and audits
- Enable customer-driven service requests, appointment scheduling, ticket tracking, and technician preferences via Service Portal or UI Builder
- Implement route optimization and travel efficiency features for field teams
- Develop mobile field service solutions with offline support and on-device task execution
- Configure time and labor tracking as well as field activity reporting functions
- Enable collaboration tools like messaging, file exchange, and real-time communication between dispatchers and field staff
- Set up proactive customer notifications including estimated arrival times, appointment reminders, and job progress updates
- Build external customer portals and embedded Virtual Agent interfaces for submitting requests, viewing tickets, role-based access control, and generating PDF work order documents
- Configure inventory and asset management features such as warehouse visibility, truck stock tracking, parts consumption logging, and automatic inventory updates based on field usage
- Define and manage integrations between ServiceNow FSM/EAM and external systems including OEM manuals (OneSource), utilization data (Asimly), RFID/RTLS location tracking (Vizzia), shipping APIs (FedEx/UPS), FDA and recall feeds, customer SSO, and the Snowflake data warehouse
- Support EAM setup and data migration tasks, including asset hierarchies, preventive maintenance schedules, parts data, and transfer of records from teamCHAMPS/Nuvolo to ServiceNow
- Implement Clinical Device Management (CDM) processes and AI-enhanced capabilities like repair recommendations and intelligent technician routing as specified in the approved TSD
- Define development standards and personally deliver high-complexity components such as custom apps, workflows, business rules, UI policies, integrations, and Flow Designer automations
- Collaborate with senior architects and solution subject matter experts on enterprise-wide technical alignment and governance
- Engage in Agile/Now Create rituals including sprint planning, backlog refinement, demonstrations, and retrospectives, contributing to regular TSD updates
- Conduct code and design reviews, guide development teams, and uphold platform standards and technical oversight
- Assist with platform upgrades, patch management, and system performance tuning
- Diagnose and resolve defects in FSM, mobile applications, and production support issues
