Job Description
Role Description
We are looking for a hands-on ServiceNow FSM Technical Lead / Senior Developer to design and
deliver a large-scale, mobile-first Field Service Management solution built on ServiceNow CSM +
FSM for a high-volume, mission-critical field operations environment. This role goes far beyond standard FSM configuration it involves deep mobile workflows, geo-fencing, asset lifecycle tracking, dispatcher intelligence, and real-time technician enablement. If you enjoy building real-world, on-ground systems used daily by thousands of technicians this role is for you.
Key Responsibilities
???? FSM Mobile & Technician Experience
? Configure and extend ServiceNow FSM Mobile for Field Service Representatives (FSRs)
? Implement Start Workday / End Workday, attendance, selfie capture, GPS enforcement
? Enable Check-in / Check-out, geo-fenced task execution, and mobile validations
? Build guided, step-based mobile workflows for:
? Deployment
? Replacement
? Service Calls
? De-installation
???? Geo-Location, Routing & Dispatch
? Configure geo-fencing rules (merchant radius, base location restrictions)
? Enable live GPS tracking and dispatcher visibility
? Implement route optimization, beat planning, and workload caps
? Support dispatcher overrides and exception handling
???? Service Appointment & Work Order Lifecycle
? Design end-to-end lifecycle from CSM Case ? Work Order ? Service Appointment
? Configure FSM state flows, checklists, questionnaires, and validations
? Implement “Cannot Complete” (CNC) logic with automated routing
? Ensure post-checkout lock, auditability, and SLA compliance
???? Asset & Inventory Integration
? Implement asset consumption and return workflows
? Enable serial number / barcode scanning (mobile camera)
? Enforce asset ownership rules (bank-owned, Pine Labs-owned, refurbished, new)
? Integrate material requests, stock allocation, and inventory validation
???? Travel, Reimbursement & Incentives
? Capture travel mode, odometer readings, ticket images
? Integrate GPS-based distance calculation
? Support reimbursement validation and approval workflows
? Enable productivity-based incentive calculations tied to FSM data
???? Notifications, Controls & Reporting
? Configure role-based notifications (FSR, Dispatcher, Manager, Cluster Head)
? Build approval flows for early workday end, GPS exceptions
? Support operational dashboards for:
? Productivity
? SLA adherence
? Geo-fence violations
? Airport / high-priority projects
Required Skills & Experience
? 6+ years of ServiceNow development experience
? Strong hands-on expertise in Field Service Management (FSM)
? Proven experience with:
? FSM Mobile
? CSM–FSM integration
? Work Orders & Service Appointments
? Geo-fencing & GPS tracking
? Solid knowledge of:
? Business Rules, Flows, Script Includes
? Mobile UI Actions & validations
? Questionnaires & Checklists
? Experience integrating with:
? Inventory systems
? Maps / Geolocation APIs
? External platforms (attendance, payments, HRMS)
Good to Have
? Experience with high-volume field operations (payments, devices, hardware)
? Exposure to airport / regulated environments
? Understanding of dispatcher-driven FSM operations
? Ability to translate FSR documents into working FSM flows
Why This Role Is Different
? Not a ticket-based support role
? Not just OOTB configuration
? Real mobile users, real devices, real consequences
? Complex workflows, geo rules, and asset accountability
? Opportunity to build FSM the way it’s meant to be used
Work for top companies
contact@ecodedash.com
+91 8866 853620