ServiceNow Technical Consultant (FSM Module)

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital seeks an experienced and highly skilled ServiceNow Technical Consultant to join our IT services team. We are looking for specific expertise in the Field Service Management (FSM) module. This is a 100% remote opportunity. To be considered for this role you must be a US Citizen and willing and able to subscribe to a Public Trust background.

As the ServiceNow Technical Consultant (FSM module) working remotely in the United States, you will lead the design, development, and implementation of complex ServiceNow solutions, providing advanced technical expertise and guidance to both clients and internal teams. You will ensure that solutions are robust, scalable, and aligned with business objectives.  

• Lead the analysis and translation of business requirements into advanced technical specifications and comprehensive ServiceNow solutions. 
• Design, configure, develop, and implement complex ServiceNow applications and modules, ensuring optimal performance and user satisfaction. 

• Perform advanced customization of ServiceNow applications using JavaScript, GlideScript, and other relevant technologies. 
• Integrate ServiceNow with other enterprise systems and third-party applications using APIs, web services, and other integration methods. 

• Lead and oversee multiple, high-impact ServiceNow implementation projects, ensuring they are delivered on time, within scope, and on budget. 
• Provide project leadership, including mentoring junior consultants, managing project risks, and ensuring stakeholder alignment and communication. 

• Act as a technical advisor to clients, offering expert guidance and best practices for leveraging ServiceNow to achieve business goals. 
• Provide advanced troubleshooting, support, and optimization for existing ServiceNow implementations. 

• Create and maintain comprehensive technical documentation, including advanced design specifications, technical guides, and process workflows. 
• Ensure adherence to technical standards and best practices across all projects. 
• The employee is required to travel to business and customer locations, locally and/or nationally, up to 30%. 

• Minimum of 5-7 years of experience working with the ServiceNow platform. 
• Proven experience in leading the design, development, and implementation of complex ServiceNow solutions. 
• Expertise in JavaScript, HTML, CSS, and other web development technologies. 
• Deep understanding of ServiceNow architecture and data model. 
• Advanced experience with ServiceNow integration methods, including REST and SOAP APIs. 
• In-depth knowledge of ITIL processes and best practices. 
• US Citizenship and the ability to pass a Public Trust background is required.
• ServiceNow Certified System Administrator (CSA) is required. 
• ServiceNow Certified Implementation Specialist (CIS) or ServiceNow Certified Application Developer (CAD) is required. 
• Bachelor’s degree in computer science, Information Technology, or a related field. 
• Additional ServiceNow certifications or relevant technical certifications are a plus. 

• Experience with Customer Service Management and CCaaS. 
• Minimum of 3-4 years of experience working with the ServiceNow Field Service Management - FSM - (ideally, an expert in this module).  
• Experience with CTI and IVR integrations. 
• Experience with Agile/Scrum methodologies. 
• Familiarity with additional ServiceNow products and modules. 

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Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.

This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

Benefits available to eligible employees include the following: 

- Medical, dental, vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.

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