Hybrid: ServiceNow FSM & Mobile Consultant (Field Technician Experience)

Role Summary
We are seeking a ServiceNow specialist with strong hands-on experience in Field Service Management (FSM) and ServiceNow Mobile. The role focuses on configuring and supporting Work Orders/Work Order Tasks for the Field Technician persona, implementing task-linked questionnaires/checklists, and troubleshooting device-specific mobile issues (iPad vs Android/iPhone) including access control and UI behavior.
Key Responsibilities

• Configure and support ServiceNow FSM objects including Work Orders, Work Order Tasks, and Technician assignment workflows.
• Create and manage Field Technician test users/roles; validate privileges and troubleshoot role/ACL-related issues impacting mobile experiences.
• Implement and maintain task-linked questionnaires/assessments/checklists (e.g., Yes/No, text, rating/integer questions; mandatory rules) and ensure correct save/submit behavior.
• Investigate and reproduce defects systematically using controlled test data; validate outcomes across UI and database persistence.
• Troubleshoot mobile rendering/behavior issues across devices (Android, iPhone, iPad) and collaborate with COE/product teams to identify configuration vs platform defects.
• Document root-cause analysis, recommended fixes/workarounds, and support handoffs with clear technical notes.

Required Skills & Experience

• 3+ years of ServiceNow implementation/support experience with demonstrated FSM exposure (Work Orders/Work Order Tasks).
• Strong understanding of ServiceNow Mobile (Now Mobile / Mobile Agent / mobile UI behavior) and device compatibility considerations.
• Hands-on experience with questionnaires/assessments/checklists linked to task records; ability to troubleshoot save/visibility issues.
• Proficiency in security troubleshooting: roles, ACLs, and how security impacts UI rendering/record visibility on mobile.
• Excellent defect triage skills: recreate issues, isolate variables, and communicate findings to stakeholders.

Preferred / Nice-to-have

• Experience troubleshooting iOS/iPadOS-specific issues (versions, device constraints, caching/offline sync if applicable).
• Exposure to client scripts/UI policies/widgets impacting mobile experiences; ability to propose safe configuration-based workarounds.

Screening Focus (Quick)

• FSM fundamentals: Work Order Task lifecycle, technician assignment, and mobile technician persona.
• Mobile troubleshooting approach: reproduce, compare device behaviors, isolate config vs defect, validate DB writes.
• Security/ACL debugging and impact on mobile UI.