Senior ServiceNow Developer (CSM, FSM, & Integrations)
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AI Summary
The developer will lead the architecture and implementation of a unified service delivery platform by integrating CSM, FSM, and ITSM workflows. They are responsible for building a scalable Work Order Aggregator system to automate external workforce management via integrations with platforms like Field Nation.
This is a remote position.
Job Posting: Senior ServiceNow Developer (CSM, FSM, & Integrations)
Company: Support Tech LLC
Location: Remote - WORLDWIDE
Position Type: Full-Time
Role Overview
Support Tech LLC is seeking a high-caliber ServiceNow Developer to lead the
architecture and implementation of a unified service delivery platform. This
role is not just about "keeping the lights on"; it is about building a scalable
Work Order Aggregator system.
You will be responsible for bridging Customer Service Management (CSM), Field
Service Management (FSM), and ITSM, ensuring a seamless flow from client request
to field execution. A critical component of this role is the end-to-end
integration of our ServiceNow instance with Field Nation and other third-party
work order platforms to automate our external workforce management.
Key Responsibilities
1. Core Platform Architecture (CSM, FSM, ITSM)
- Design and implement a "Unified Intake" strategy where CSM Cases
automatically trigger FSM Work Orders or ITSM Incidents based on business
logic.
- Configure and optimize the Dispatcher Workspace and ServiceNow Mobile App
for field technicians.
- Build out the Install Base and Sold Products architecture within CSM to
ensure technicians have full visibility into customer hardware/software
before arriving on-site.
2. Field Nation & Workforce Integration
- Own the integration between ServiceNow and Field Nation, including status
synchronization, technician check-ins, and automated work order posting.
- Develop real-time synchronization using Webhooks and Scripted REST APIs to
ensure ServiceNow remains the single source of truth for all Field Nation
jobs.
- Implement automated cost tracking by pulling Field Nation spend limits and
invoice data back into ServiceNow expense lines.
3. Multi-Platform Work Order Aggregation
- Build a "Scalable Injection API" that allows Support Tech LLC to ingest work
orders from multiple external client platforms (e.g., Jira, Salesforce, or
proprietary portals) into a normalized ServiceNow format.
- Utilize Integration Hub and Flow Designer to manage complex, multi-step
cross-platform workflows.
- Design and maintain Correlation ID logic to prevent duplicate ticketing and
ensure bi-directional comment/attachment syncing across all platforms.
Requirements
Technical Requirements
- Experience: 5+ years of ServiceNow Development experience with a focus on
CSM and FSM implementations.
- Integrations: Proven track record of building complex REST/SOAP
integrations. Experience with Field Nation’s API or Connector is highly
preferred.
- Development Tools: Mastery of Flow Designer, Integration Hub, Business
Rules, Script Includes, and Service Portal.
- Data Management: Expert knowledge of Import Sets, Transform Maps, and Robust
Transform Engines for normalizing data from multiple external sources.
- Reporting: Ability to build cross-functional dashboards that show real-time
technician performance and integration health (error monitoring).
Preferred Qualifications
- ServiceNow Certifications:
- Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist (CIS) in FSM or CSM.
- Field Operations Knowledge: Prior experience in a tech-support or
field-service-heavy industry.
- Workforce Automation: Experience with "Service Bridge" or eBonding between
different ServiceNow instances.
Benefits
Why Support Tech LLC?
You won't be building standard forms. You will be building the engine that
drives our company. We are looking for a developer who wants to own the "Work
Order Aggregator" vision and build a world-class integration suite that
eliminates "swivel-chair" operations.
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