Senior ServiceNow Developer

Role Description

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

• 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.
• 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.
• 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.

Qualifications

• 5+ years of ServiceNow Development experience with a focus on CSM and FSM implementations.
• Proven track record of building complex REST/SOAP integrations. Experience with Field Nation’s API or Connector is highly preferred.
• Mastery of Flow Designer, Integration Hub, Business Rules, Script Includes, and Service Portal.
• Expert knowledge of Import Sets, Transform Maps, and Robust Transform Engines for normalizing data from multiple external sources.
• 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.
• Prior experience in a tech-support or field-service-heavy industry.
• Experience with "Service Bridge" or eBonding between different ServiceNow instances.

Benefits

• 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.