Lead the architecture and development of a unified ServiceNow platform connecting CSM, FSM, and ITSM. Build integrations with Field Nation and other work-order platforms using APIs, webhooks, Integration Hub, and Flow Designer. Develop normalized work-order ingestion, synchronization, cost tracking, correlation logic, and cross-platform comment and attachment workflows. Configure dispatcher and mobile experiences, customer product visibility, data transformations, and dashboards for technician performance and integration health.
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.
Similar Jobs
Artificial Intelligence • Cloud • Information Technology • Energy • Infrastructure as a Service (IaaS)
Executes debt financings and capital markets transactions across construction loans, project finance, corporate facilities, and debt issuances. Manages structuring, financial modeling, negotiations, documentation, diligence, and closing across multiple workstreams. Reviews financing and legal documents, prepares lender and rating agency materials, performs scenario analyses, and oversees covenant compliance and lender reporting. Collaborates with finance, treasury, legal, accounting, data center teams, banks, investors, and rating agencies.
Top Skills:
ExcelMicrosoft Powerpoint
Artificial Intelligence • Fintech • Insurance • Marketing Tech • Software • Analytics
Leads the Digital Online Sales Product Owner team, translating business priorities into product strategies, roadmaps, OKRs, and measurable outcomes. Oversees improvements to online insurance quoting and purchasing experiences, experimentation, customer insights, conversion, fraud prevention, and security. Establishes product operating rhythms, manages complex dependencies, and partners cross-functionally across business, design, technology, and analytics teams. Coaches and develops Product Owners while driving alignment, innovation, and continuous improvement.
Top Skills:
Agile
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Lead large-scale site reliability and infrastructure initiatives across teams. Architect and deploy AWS, Kubernetes, and multi-cloud solutions; automate operations; manage incidents; implement compliance controls; and establish SRE best practices. Provide advanced customer support, onboarding, technical guidance, and documentation while collaborating across Engineering, Product, Security, and Customer Success. Mentor engineers and drive reliability, operational excellence, and continuous improvement.
Top Skills:
AWSBashBazelCi/CdCloudFormationCompliance-As-CodeCuelangDatadogDistributed SystemsEc2EksFedrampGitGitopsGoGrafanaHelmIso 27001KubernetesLinuxMicroservicesPrometheusPythonRdsSoc 1Soc 2TerraformVpc
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
