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.
Requirements
Your Experience
- 2+ years of hands-on experience implementing Field Service Management or service operations solutions on ServiceNow, Salesforce, or similar platforms.
- Strong functional understanding of CRM and FSM processes, including dispatch, workforce management, case/service workflows, and operational analytics.
- Ability to understand complex operational requirements and translate them into structured functional and technical designs.
- Experience collaborating directly with enterprise clients and navigating multi-stakeholder environments.
- Strong communication skills with the ability to engage business owners, technical teams, and leadership stakeholders.
- Highly organized, structured, and capable of managing tasks, requirements, and timelines within an agile environment.
- Demonstrated problem-solving and analytical skills with the ability to troubleshoot issues and identify effective solutions.
- Interest in leveraging AI-driven insights, automation, and intelligent workflows within digital service operations.
- Understanding of web development architectures, integration approaches, APIs, and data flows.
- Bachelor’s degree in Business Administration, Computer Science, Information Systems, or a related field.
- Nice to Have:
- Experience with Logik.ai
- Participation in ServiceNow/Salesforce communities
- Relevant FSM certifications.
Benefits
Why you’ll love working here:
- Unlimited Vacation/PTO
- Full Health Benefits and 401k Fixed Percentage Plan (USA only) RRSP (Canada)
- Fully remote and distributed teams
- Paid Parental Leave
- Ongoing training and education opportunities
- 0% Bureaucracy Culture - Focus is on responsibilities, not title
Like what you see but don’t meet every requirement? Apply anyways! Studies have shown that various groups (women and people of colour) are less likely to apply to jobs unless they meet every requirement. At Zaelab, we’re committed to building and fostering an inclusive accessible environment, where all employees feel valued, respected and supported. We are dedicated to creating a culture with a diversity of talented individuals who join, stay, and work in an environment that enables them to thrive.
Zaelab is proud to be an equal-opportunity employer. We are committed to providing accommodations. If you require accommodation, we will work with you to meet your needs. We use E-Verify to confirm the identity and employment eligibility of all new USA hires.
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