ServiceNow FSM & Mobile Consultant

Title: ServiceNow FSM & Mobile Consultant
Location: Houston, TX (Work from Office – 4 days/week)
Type: Contract / Full-time (as applicable)
Experience: 6 Yaers

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

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

·        Security/ACL debugging and impact on mobile UI.