Virtual Agent Services Jobs in Virginia (NOW HIRING)

OVERVIEW

iTech AG is seeking a ServiceNow Architect – Field Service Management (FSM) / CMMS to lead the solution architecture for the Intelas Next Generation Computerized Maintenance Management System (CMMS) program — a commercial healthcare engagement delivered for Intelas (a Compass Group USA company). This is a senior, architect-level role responsible for owning the end-to-end FSM solution design on the ServiceNow platform and the integration architecture that connects it across multiple ServiceNow products — FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist.

The ideal candidate is a true ServiceNow architect who has implemented FSM end-to-end — from solution and data model design through dispatch, mobile, customer portals, parts/inventory, and integrations — and can direct developers to deliver it. They bring proven experience architecting cross-product ServiceNow solutions and enterprise integrations, ideally in a healthcare, clinical/medical device (biomed/imaging), or asset-intensive setting. This role owns the Technical Solution Document (TSD), defines integration and security patterns, and collaborates with the iTech Solution SME, the Intelas Product Owner, iTech Master Architects (Dustin Barre and Allen Andreas), and dispatch/field operations teams using ServiceNow's Now Create methodology — including data migration from teamCHAMPS/Nuvolo and integrations to OEM, RFID/RTLS, logistics, FDA/recall, and Snowflake.

ROLES AND RESPONSIBILITIES

• Own the end-to-end solution architecture for the Intelas NextGen CMMS on ServiceNow FSM, including solution design, data model, and the phased roadmap across modules
• Define the multi-product ServiceNow architecture spanning FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist
• Author and maintain the Technical Solution Document (TSD) — architecture diagrams, data model, integration patterns, and security model — and drive architecture decisions and approvals each sprint
• Architect and lead the implementation of ServiceNow FSM capabilities across the solution, including:
  • Work Order Management
  • Task Management
  • Scheduling and Dispatch
  • Mobile Workforce Enablement
  • Customer Communication and Self-Service
  • Inventory and Asset Management
  • Route Optimization and Resource Coordination
• Define configuration standards and the design for digital work orders, field tasks, assignment rules, dispatch queues, and workflow automations
• Develop and support task bundling, questionnaires, inspection checklists, and compliance verification workflows
• Configure the work order lifecycle and dispatch model to Intelas' operating rules, including:
  • Work order lifecycle configuration
  • Automated skills-based dispatch is the system of record; manual reassignment is supported as an exception workflow, with dispatch logic and assignment rules
  • Technician Skills & Certifications (eQMS data usage)
  • User Types (e.g., biomed, imaging, cyber, apprentice, intern, etc.)
  • Customer Satisfaction/Preferences by Technician
  • Technician skills and availability, and scheduling setup
  • Overtime Approval Process
  • Technician Manager Discretion
  • First In/First Out, Priority/Impact
  • Workload of technician
  • Customer-facing output artifacts, including downloadable PDF work order packets for customer access and audit purposes
• Support customer-initiated service requests, appointment booking, ticket visibility, and scheduling preferences (including preferred/favorite technicians) through the Service Portal and/or UI Builder
• Configure route optimization and travel efficiency capabilities for field crews and technicians
• Design, develop, and support mobile field service experiences including offline functionality and mobile work execution
• Configure time tracking, labor tracking, and field activity reporting capabilities
• Support collaboration features including chat, file sharing, and communication between dispatchers and field personnel
• Configure proactive customer communications including ETA notifications, appointment reminders, and job status updates
• Develop external customer-facing portals and web-embedded Virtual Agent experiences enabling service request submission, ticket visibility, role-based access, and downloadable PDF work order packets for customer and audit purposes
• Support inventory and asset management capabilities including:
  • Warehouse inventory visibility
  • Truck stock inventory tracking
  • Consumable and parts usage logging
  • Automated inventory adjustments based on field usage
• Design and govern the integration architecture between ServiceNow FSM/EAM and external systems including OneSource OEM manuals, Asimly utilization data, Vizzia/Intelligent Locations RFID/RTLS, FedEx/UPS shipment tracking, FDA & recall vendors, customer SSO, and the Snowflake data warehouse
• Support Enterprise Asset Management (EAM) configuration and data migration — asset hierarchy and classes, preventive maintenance (monthly/quarterly), parts/inventory, and migration of data tables, PMs, and checklists from teamCHAMPS/Nuvolo into ServiceNow
• Support Clinical Device Management (CDM) workflows and AI-assisted use cases such as recommended repair and skills-based routing as defined in the approved Technical Solution Document (TSD)
• Establish development standards and hands-on build the most complex components — custom applications, workflows, business rules, UI policies, integrations, and Flow Designer automations
• Partner with iTech AG Master Architects and the Solution SME on cross-product architecture and technical governance
• Participate in Agile / Now Create ceremonies including sprint planning, backlog refinement, demos, and retrospectives, and contribute to Technical Solution Document (TSD) updates each sprint
• Lead code and design reviews, mentor developers, and enforce platform best practices and technical governance
• Support platform upgrades, patching, and performance optimization activities
• Troubleshoot and resolve FSM defects, mobile issues, and production support requests
• Ensure configurations and customizations align with Intelas data governance, quality/compliance (e.g., Joint Commission, eQMS, CAPA), and platform security requirements
• Contribute to technical documentation, knowledge transfer, and operational readiness activities
• Support organizational change management and end-user adoption efforts for FSM capabilities
• Other duties as assigned

MINIMUM QUALIFICATIONS

• 8+ years of hands-on ServiceNow experience, including 3+ years in a ServiceNow architect or technical lead role
• 4+ years architecting or leading ServiceNow Field Service Management (FSM) implementations end-to-end
• Proven experience delivering FSM end-to-end with integrations spanning multiple ServiceNow products (e.g., FSM, EAM/CMDB, CSM/Service Portal, Virtual Agent, IntegrationHub)
• Deep architecture and hands-on experience across:
  • Work Order and Task Management
  • Scheduling and Dispatch
  • Mobile Workforce Applications
  • Inventory and Asset Tracking
  • Customer Communication and Self-Service
• Experience configuring ServiceNow Mobile applications and offline capabilities
• Experience with integrations between ServiceNow and external enterprise systems
• Strong experience defining ServiceNow data models, CMDB, security models, and overall platform architecture
• Proficiency with ServiceNow scripting including JavaScript, Glide APIs, Script Includes, and Flow Designer
• Experience designing integration architecture using IntegrationHub and REST/SOAP APIs, and leading FSM/EAM data migration
• Experience working in Agile delivery environments (ServiceNow Now Create methodology a plus)
• Strong analytical, troubleshooting, and problem-solving skills
• Experience leading, mentoring, and setting technical direction for developers within Agile delivery teams
• Ability to pass standard pre-employment and any customer-required healthcare background checks

EDUCATION AND CERTIFICATIONS

• Bachelor’s degree
• ServiceNow Certified System Administrator (CSA) 
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS) – Field Service Management (FSM)
• Multiple ServiceNow Certified Implementation Specialist (CIS) certifications across products (e.g., CSM, ITSM, Discovery) in addition to CIS–FSM

PREFERRED QUALIFICATIONS

• Experience supporting healthcare, clinical/medical device, biomedical engineering, or other asset-intensive (CMMS/EAM) operations
• Experience with Indoor mapping
• Experience implementing enterprise field service operations, workforce coordination, or logistics management solutions
• Familiarity with asset lifecycle management, warehouse operations, and inventory tracking processes
• Experience integrating FSM/EAM solutions with OEM manual systems, RFID/RTLS, shipping carriers, recall feeds, or data warehouses (Snowflake)
• Strong experience with Service Portal, UI Builder, and mobile-first user experience design
• Familiarity with ServiceNow data model, CMDB relationships, and platform performance optimization
• Experience with ServiceNow Now Create methodology and IntegrationHub-based integrations
• Strong communication, stakeholder engagement, and collaboration skills
• Experience supporting field operations in healthcare, biomedical/clinical engineering, facilities, or asset-intensive service organizations
• Familiarity with Nuvolo, teamCHAMPS, or other CMMS/EAM platforms and associated data migration
• Familiarity with ServiceNow Virtual Agent and AI / Now Assist capabilities