ServiceNow FSM Architect

We’re looking for a ServiceNow Field Service Management (FSM) Architect to lead the design and delivery of enterprise ServiceNow FSM solutions for our clients. This is a client-facing role that combines deep technical expertise with consulting, solution architecture, and pre-sales responsibilities.

You’ll work closely with customers to understand their business processes, design scalable FSM solutions, lead implementation teams, and support pre-sales activities including solutioning, scoping, estimates, and Statements of Work when not actively delivering projects.

• Lead end-to-end ServiceNow FSM implementations from discovery through deployment.
• Design scalable, best-practice ServiceNow FSM solutions that leverage out-of-the-box capabilities wherever possible.
• Facilitate client workshops to gather requirements and translate business needs into technical solutions.
• Provide technical leadership to development teams throughout project delivery.
• Review solution designs, configurations, integrations, and customizations to ensure quality and scalability.
• Partner with project managers to estimate effort, identify risks, and drive successful project delivery.
• Support pre-sales by leading discovery sessions, solution demonstrations, architecture discussions, project scoping, effort estimation, and Statement of Work creation.
• Act as a trusted advisor to clients throughout implementation and ongoing platform evolution.
• Mentor junior consultants and developers on ServiceNow FSM best practices.

• 7+ years of ServiceNow implementation experience.
• Deep hands-on expertise with ServiceNow Field Service Management (FSM).
• Experience designing and implementing enterprise-scale FSM solutions.
• Strong understanding of:
• Work Orders
• Work Order Tasks
• Scheduling & Dispatch
• Dispatcher Workspace
• Mobile Agent
• Service Territories
• Skills Management
• Resource Scheduling
• Asset Management
• CSDM and CMDB
• Experience integrating ServiceNow with ERP, CRM, IoT, GIS, or third-party scheduling platforms.
• Strong knowledge of Flow Designer, IntegrationHub, REST/SOAP APIs, Script Includes, Business Rules, Client Scripts, and Service Catalog.
• Proven experience leading workshops and engaging directly with executive and business stakeholders.
• Experience creating project estimates, solution designs, and Statements of Work.
• Excellent communication and consulting skills.

• Certified System Administrator (CSA)
• Certified Implementation Specialist – Field Service Management (CIS-FSM)
• Certified Application Developer (CAD)
• Certified Technical Architect (CTA) or Certified Master Architect (preferred but not required)

Why you’ll love working here: 

• Unlimited Vacation/PTO
• Full Health Benefits and 401k Fixed Percentage Plan (USA only) RRSP (Canada)
• Fully remote and distributed teams
• Paid Parental Leave
• Ongoing training and education opportunities
• 0% Bureaucracy Culture - Focus is on responsibilities, not title

Like what you see but don’t meet every requirement? Apply anyways! Studies have shown that various groups (women and people of colour) are less likely to apply to jobs unless they meet every requirement. At Zaelab, we’re committed to building and fostering an inclusive accessible environment, where all employees feel valued, respected and supported. We are dedicated to creating a culture with a diversity of talented individuals who join, stay, and work in an environment that enables them to thrive.

Zaelab is proud to be an equal-opportunity employer. We are committed to providing accommodations. If you require accommodation, we will work with you to meet your needs. We use Certn to confirm the identity and employment eligibility of all new USA hires.

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