ServiceNow FSM Functional Consultant / Business Analyst

Santcore Technologies is seeking a highly skilled and motivated ServiceNow FSM Functional Consultant / Business Analyst to drive the implementation of Field Service Management solutions. In this role, you will collaborate with developers, architects, and customer stakeholders to streamline field service operations and enhance customer satisfaction.

Responsibilities:

• Lead and facilitate requirement workshops for FSM modules, including: Work Order Management, Dispatcher Workspace, Dynamic Scheduling, Planned Maintenance, Inventory Management, Field Agent Mobile App, Skills and Parts Management
• Document configuration requirements and user stories within the ServiceNow Agile Development module
• Review customer-provided data templates and guide stakeholders on accurate data collection
• Collaborate with ServiceNow Developers and QA teams to ensure development and testing align with the Statement of Work (SOW)
• Perform functional testing in non-production environments prior to QA handover
• Review and validate design documents and Functional Requirement Specifications (FRS)
• Conduct training sessions for customer SMEs on FSM module features
• Provide regular updates to the Project Manager on progress, risks, issues, and mitigation plans
• Demonstrate and validate system functionality and technical performance against agreed configurations
• Ensure scope changes are documented and escalated to the Project Manager for Steering Committee review
• Participate in User Acceptance Testing (UAT) and guide stakeholders through test execution
• Log, track, and manage defects during UAT, coordinating with technical teams for resolution and retesting

Requirements:

• Proven experience implementing ServiceNow FSM modules, including: Work Order Management, Dispatcher Workspace, Dynamic Scheduling, Planned Maintenance, Inventory Management, Field Agent Mobile App, Skills and Parts Management
• Strong understanding of Employee Center or Employee Center Pro
• Familiarity with HRSD use cases across industries such as utilities, telecom, and healthcare
• Excellent communication, stakeholder management, and documentation skills
• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist – Field Service Management (FSM)