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OVERVIEW
iTech AG is seeking a ServiceNow Architect – Field Service Management (FSM) / CMMS to lead the solution architecture for the Intelas Next Generation Computerized Maintenance Management System (CMMS) program — a commercial healthcare engagement delivered for Intelas (a Compass Group USA company). This is a senior, architect-level role responsible for owning the end-to-end FSM solution design on the ServiceNow platform and the integration architecture that connects it across multiple ServiceNow products — FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist.
The ideal candidate is a true ServiceNow architect who has implemented FSM end-to-end — from solution and data model design through dispatch, mobile, customer portals, parts/inventory, and integrations — and can direct developers to deliver it. They bring proven experience architecting cross-product ServiceNow solutions and enterprise integrations, ideally in a healthcare, clinical/medical device (biomed/imaging), or asset-intensive setting. This role owns the Technical Solution Document (TSD), defines integration and security patterns, and collaborates with the iTech Solution SME, the Intelas Product Owner, iTech Master Architects (Dustin Barre and Allen Andreas), and dispatch/field operations teams using ServiceNow'sNow Create methodology — including data migration from teamCHAMPS/Nuvolo and integrations to OEM, RFID/RTLS, logistics, FDA/recall, and Snowflake.
ROLES AND RESPONSIBILITIES Own the end-to-end solution architecture for the Intelas NextGen CMMS on ServiceNow FSM, including solution design, data model, and the phased roadmap across modules
Define the multi-product ServiceNow architecture spanning FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist
Author and maintain the Technical Solution Document (TSD) — architecture diagrams, data model, integration patterns, and security model — and drive architecture decisions and approvals each sprint
Architect and lead the implementation of ServiceNow FSM capabilities across the solution, including:
Work Order Management
Task Management
Scheduling and Dispatch
Mobile Workforce Enablement
Customer Communication and Self-Service
Inventory and Asset Management
Route Optimization and Resource Coordination
Define configuration standards and the design for digital work orders, field tasks, assignment rules, dispatch queues, and workflow automations
Develop and support task bundling, questionnaires, inspection checklists, and compliance verification workflows
Configure the work order lifecycle and dispatch model to Intelas' operating rules, including:
Work order lifecycle configuration
Automated skills-based dispatch is the system of record; manual reassignment is supported as an exception workflow, with dispatch logic and assignment rules
Technician Skills & Certifications (eQMS data usage)
User Types (e.g., biomed, imaging, cyber, apprentice, intern, etc.)
Customer Satisfaction/Preferences by Technician
Technician skills and availability, and scheduling setup
Overtime Approval Process
Technician Manager Discretion
First In/First Out, Priority/Impact
Workload of technician
Customer-facing output artifacts, including downloadable PDF work order packets for customer access and audit purposes
Support customer-initiated service requests, appointment booking, ticket visibility, and scheduling preferences (including preferred/favorite technicians) through the Service Portal and/or UI Builder
Configure route optimization and travel efficiency capabilities for field crews and technicians
Design, develop, and support mobile field service experiences including offline functionality and mobile work execution
Configure time tracking, labor tracking, and field activity reporting capabilities
Support collaboration features including chat, file sharing, and communication between dispatchers and field personnel
Configure proactive customer communications including ETA notifications, appointment reminders, and job status updates
Develop external customer-facing portals and web-embedded Virtual Agent experiences enabling service request submission, ticket visibility, role-based access, and downloadable PDF work order packets for customer and audit purposes
Support inventory and asset management capabilities including:
Warehouse inventory visibility
Truck stock inventory tracking
Consumable and parts usage logging
Automated inventory adjustments based on field usage
Design and govern the integration architecture between ServiceNow FSM/EAM and external systems including OneSource OEM manuals, Asimly utilization data, Vizzia/Intelligent Locations RFID/RTLS, FedEx/UPS shipment tracking, FDA & recall vendors, customer SSO, and the Snowflake data warehouse
Support Enterprise Asset Management (EAM) configuration and data migration — asset hierarchy and classes, preventive maintenance (monthly/quarterly), parts/inventory, and migration of data tables, PMs, and checklists from teamCHAMPS/Nuvolo into ServiceNow
Support Clinical Device Management (CDM) workflows and AI-assisted use cases such as recommended repair and skills-based routing as defined in the approved Technical Solution Document (TSD)
Establish development standards and hands-on build the most complex components — custom applications, workflows, business rules, UI policies, integrations, and Flow Designer automations
Partner with iTech AG Master Architects and the Solution SME on cross-product architecture and technical governance
Participate in Agile / Now Create ceremonies including sprint planning, backlog refinement, demos, and retrospectives, and contribute to Technical Solution Document (TSD) updates each sprint
Lead code and design reviews, mentor developers, and enforce platform best practices and technical governance Support platform upgrades, patching, and performance optimization activities Troubleshoot and resolve FSM defects, mobile issues, and production support requests Ensure configurations and customizations align with Intelas data governance, quality/compliance (e.g., Joint Commission, eQMS, CAPA), and platform security requirements Contribute to technical documentation, knowledge transfer, and operational readiness activities Support organizational change management and end-user adoption efforts for FSM capabilities Other duties as assigned MINIMUM QUALIFICATIONS 8+ years of hands-on ServiceNow experience, including 3+ years in a ServiceNow architect or technical lead role 4+ years architecting or leading ServiceNow Field Service Management (FSM) implementations end-to-end Proven experience delivering FSM end-to-end with integrations spanning multiple ServiceNow products (e.g., FSM, EAM/CMDB, CSM/Service Portal, Virtual Agent, IntegrationHub)
Deep architecture and hands-on experience across:
Work Order and Task Management
Scheduling and Dispatch
Mobile Workforce Applications
Inventory and Asset Tracking
Customer Communication and Self-Service
Experience configuring ServiceNow Mobile applications and offline capabilities
Experience with integrations between ServiceNow and external enterprise systems
Strong experience defining ServiceNow data models, CMDB, security models, and overall platform architecture
Proficiency with ServiceNow scripting including JavaScript, Glide APIs, Script Includes, and Flow Designer
Experience designing integration architecture using IntegrationHub and REST/SOAP APIs, and leading FSM/EAM data migration
Experience working in Agile delivery environments (ServiceNow Now Create methodology a plus)
Strong analytical, troubleshooting, and problem-solving skills
Experience leading, mentoring, and setting technical direction for developers within Agile delivery teams
Ability to pass standard pre-employment and any customer-required healthcare background checks
EDUCATION AND CERTIFICATIONS
Bachelor’s degree
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified Implementation Specialist (CIS) – Field Service Management (FSM)
Multiple ServiceNow Certified Implementation Specialist (CIS) certifications across products (e.g., CSM, ITSM, Discovery) in addition to CIS–FSM
PREFERRED QUALIFICATIONS
Experience supporting healthcare, clinical/medical device, biomedical engineering, or other asset-intensive (CMMS/EAM) operations
Experience with Indoor mapping
Experience implementing enterprise field service operations, workforce coordination, or logistics management solutions
Familiarity with asset lifecycle management, warehouse operations, and inventory tracking processes
Experience integrating FSM/EAM solutions with OEM manual systems, RFID/RTLS, shipping carriers, recall feeds, or data warehouses (Snowflake)
Strong experience with Service Portal, UI Builder, and mobile-first user experience design
Familiarity with ServiceNow data model, CMDB relationships, and platform performance optimization
Experience with ServiceNow Now Create methodology and IntegrationHub-based integrations
Strong communication, stakeholder engagement, and collaboration skills
Experience supporting field operations in healthcare, biomedical/clinical engineering, facilities, or asset-intensive service organizations
Familiarity with Nuvolo, teamCHAMPS, or other CMMS/EAM platforms and associated data migration
Familiarity with ServiceNow Virtual Agent and AI / Now Assist capabilities
iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to . Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.
