**Years of Experience:** *5 years of experience* **Education Requirements:*** Bachelor’s degree in IT, Computer Science, or related discipline* **Program Description:** *The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.* **Position Description:** *This role manages workflows, service catalog items, integrations, reports, and dashboards while ensuring the platform aligns with business needs. * **Responsibilities:** · *Responsible for configuring, implementing, and maintaining the ServiceNow platform to support Tier 1–3 services. * · *Developing custom applications, automating processes, maintaining documentation, and providing training and support to users. * *Identify opportunities for process improvement, ensure system integrity, and serve as a SME on ServiceNow sustainment and best practices.*

Role Description The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to: - Technical assistance for hardware, software, and network issues - Incident and problem resolution - Service request management - Infrastructure monitoring and support - Hardware and software lifecycle support - Management of escalation across all tiers This role manages workflows, service catalog items, integrations, reports, and dashboards while ensuring the platform aligns with business needs. - Responsible for configuring, implementing, and maintaining the ServiceNow platform to support Tier 1–3 services - Developing custom applications, automating processes, maintaining documentation, and providing training and support to users - Identify opportunities for process improvement, ensure system integrity, and serve as a SME on ServiceNow sustainment and best practices Qualifications - Bachelor’s degree in IT, Computer Science, or related discipline - Public trust security clearance Requirements - ServiceNow Certified Implementation Specialist – ITSM preferred - ServiceNow Certified Application Developer preferred Soft Skills - Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail. - Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. - Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills. - Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency. - Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions. - Results oriented: Able to drive things forward regardless of personal interest in the task. Benefits - Medical - Dental - Vision - AD&D - STD - LTD - Company paid Life Insurance - 401k with employer contribution - Paid Time Off - Pet Insurance

• 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.

Role Description 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. What You’ll Do - 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. Qualifications - 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. Requirements - Preferred Qualifications: - 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) Benefits - 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