ServiceNow FSM BA

Job Title: ServiceNow FSM Business Analyst
Location: Vienna, VA (Remote)

Role Overview

We are seeking a skilled ServiceNow Field Service Management (FSM) Business Analyst to support the design, implementation, and optimization of ServiceNow FSM solutions. The ideal candidate will work closely with stakeholders, product owners, and technical teams to translate business requirements into scalable ServiceNow FSM configurations and workflows.

This role requires strong experience in ServiceNow FSM modules, process mapping, requirement analysis, and system implementation to improve field service operations, scheduling, dispatching, and workforce productivity.

Key Responsibilities

Business Analysis & Requirement Gathering

• Collaborate with business stakeholders to gather, analyze, and document requirements related to field service operations.

• Conduct workshops, stakeholder interviews, and process discovery sessions.

• Translate business needs into functional specifications, user stories, and acceptance criteria.

• Create process maps, use cases, and functional documentation.

ServiceNow FSM Implementation

• Support the design and implementation of ServiceNow Field Service Management solutions.

• Configure and optimize FSM components including:

  • Work Orders

  • Dispatching and Scheduling

  • Agent Mobile App

  • Service Territories

  • Workforce Optimization

• Work with developers and architects to ensure the solution aligns with business requirements.

Process Optimization

• Analyze existing field service processes and recommend automation and workflow improvements.

• Ensure the system supports efficient technician scheduling, dispatching, and resource management.

• Identify opportunities for improving service delivery and operational efficiency.

Testing & Deployment

• Participate in system testing, UAT coordination, and validation of requirements.

• Develop test scenarios and acceptance criteria.

• Support release planning and ensure successful deployment of FSM enhancements.

Stakeholder Communication

• Act as the bridge between business users and technical teams.

• Provide regular updates on project progress and solution design.

• Deliver user training and documentation where required.

Required Skills & Experience

• 5+ years of Business Analyst experience.

• Strong experience working with ServiceNow platform.

• Hands-on experience with ServiceNow Field Service Management (FSM).

• Experience with requirement gathering, documentation, and stakeholder management.

• Knowledge of field service operations, scheduling, and dispatch processes.

• Experience creating user stories, functional specifications, and process flows.

• Familiarity with Agile / Scrum development methodologies.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Implementation Specialist – Field Service Management.

• Experience with ServiceNow integrations and APIs.

• Familiarity with ITSM and other ServiceNow modules.

• Experience working on large-scale ServiceNow implementations.