The Digital Consultant, FSM, reporting to the Director, Digital Consulting, is responsible for delivering high-quality Field Service Management (FSM) and CRM-enabled solutions across platforms such as ServiceNow, Salesforce, and custom-built architectures. This role requires strong functional consulting skills, the ability to translate complex operational requirements into scalable digital workflows, and deep understanding of field service and service operations best practices.
The Digital Consultant, FSM will lead discovery sessions, design and configure platform capabilities, collaborate with technical teams, and guide clients through successful deployment and adoption. You will act as a trusted advisor, ensuring clients receive clear communication, thoughtful solution recommendations, and measurable business outcomes.
Your Key Responsibilities
- End-to-End FSM Implementation: Lead discovery workshops, requirements gathering, functional design, configuration, testing, and deployment activities for FSM solutions across ServiceNow, Salesforce, and custom architectures.
- Solution Design: Translate client processes into clear functional specifications and align them with platform capabilities, including workflow design, data models, and integration patterns.
- Configuration & Validation: Configure modules, build proof-of-concepts or sandbox environments, and validate solution approaches with stakeholders and technical teams.
- Field Service Expertise: Guide clients in best practices across field operations, dispatch, workforce management, mobile workflows, and service lifecycle management.
- Cross-Functional Collaboration: Coordinate with project managers, technical architects, and engineering teams to ensure high-quality sprint execution and successful delivery.
- Testing & Adoption: Support UAT, deployment readiness, documentation, and training to ensure business adoption and value realization.
- Practice Enablement: Contribute to improving delivery standards, reusable assets, and methodology within the FSM and CRM practice.
- Continuous Learning: Stay informed on platform updates, AI-driven automation trends, and evolving best practices in FSM and CRM.
