Senior ServiceNow Developer (CSM, FSM, & Integrations)

About Us Support Tech LLC is a premier provider of nationwide IT field services specifically engineered for multi-site organizations . We bridge the gap between complex infrastructure needs and local execution, offering a scalable workforce that handles everything from emergency repairs to large-scale technology roll outs. 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. Requirements 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. Benefits 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.