Current ServiceNow Certified Implementation Specialist - field Service Management (CIS-FSM) - Contract to Hire

We are seeking a highly specialized ServiceNow Consultant to support a major County initiative in Los Angeles. This project involves a comprehensive implementation of ServiceNow modules to streamline election operations, asset tracking, and field services.

Contract Duration: 12 Months (with extension options)

Location: Hybrid / Mostly Remote (Must be willing to travel to Los Angeles, CA, every few months for key milestones).

Mandatory Compliance: All certifications must be active and will be verified via the ServiceNow Certification Portal by the County.

Submission Requirements

To be considered, please provide:

Resume

Hourly Rate Requirement

Two Professional References (Include: Name, Title, Company, Email, and Phone Number)

Role

Role: Field Service Management (FSM) Expert

Certification: Current ServiceNow Certified Implementation Specialist – Field Service Management (CIS-FSM).

Experience: Minimum of five (5) prior full-cycle implementations of the Field Service Management module.

Project Scope & Responsibilities

The selected consultants will drive the project through the following phases:

1. Initiate:

Establish project governance, kickoff, and communication protocols

Confirm resource assignments and readiness

Define Requirements Finalization Dates for each in-scope module

2. Plan:

Conduct requirements workshops to validate functional and technical needs

Document user stories with acceptance criteria in the Agile Development application

Develop solution design and architecture, including security roles and permissions

Define integration architecture for existing County systems

Establish sprint and release plans

3. Execute:

Configuration of the Out-of-the-Box (OOTB) Contractor Solution, including but not limited to:

County and user profile setup, including security roles and permissions

Creation of a streamlined electronic Chain-of-Custody process for electronic devices, tagged equipment, and ballot boxes

Vote Center asset assignment

Issue tracking and management module, including an election-specific ticketing system for IT and Election Operations

Integration of internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

Implementation of a self-service portal

Automated onboarding and offboarding processes for contractors or temporary workers not present in Active Directory

Integration of processes with existing asset management and ticketing systems used by the County

Custom Application Development for Unique County Workflows, such as:

Mobile Chain-of-Custody

Survey management

Fleet management

Field services management

Dropbox management

Accessibility adaptability (ADA/WCAG 2.1 compliance)

4. Deliver:

Creation of Dashboards and Reports

Election operations dashboards

SLA/KPI compliance reports

Asset tracking and chain-of-custody reporting

System Module Testing Prior to Implementation

Unit testing of configured modules

Integration testing across systems

User Acceptance Testing (UAT) with County stakeholders

5. Close:

Training of Administrators and Selected End Users o Knowledge transfer to County System Administrators

End-user training sessions for election staff and IT operations

Post-implementation support for two weeks

Final project closeout report