Senior ServiceNow Developer (CSM, FSM, & Integrations)

Job Description

Job Description

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.

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.

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.