Xerox

Overview The FSM Administrator is responsible for day-to-day configuration, data accuracy, and operational support of the Field Service Management (FSM) application. This role ensures technicians, dispatchers, schedulers, and stockroom teams can execute their work efficiently by maintaining accurate service data, work order models, inventory structures, and scheduling logic. The FSM Admin is heavily involved in business processes, dispatch operations, SLAs, and data governance, working closely with Field Operations, Supply Chain, and Service Delivery teams.
The FSM Administrator is deeply focused on field operations—dispatch logic, SLAs, stockrooms, technician skill management, and work order models. Separate from ‘standard’ ServiceNow administrator whose purview is primarily at the technical platform level (roles, ACLs, UI configuration, workflows), the FSM Admin is responsible for business-process configuration, operational data governance, and day-to-day setup of field service structures essential to running a service organization, including the triage, review, and escalation of business-specific process needs and issues.
Key Responsibilities1. FSM Platform & Process Configuration
Maintain service classification and metering structures to support accurate work order creation.
Configure and manage special SLAs for customers, assets, or contracts requiring unique handling.
Input and maintain special account instructions for field technicians.
2. Workforce & Resource Optimization
Manage technician and stockroom personnel records, including onboarding, offboarding, and leave status updates.
Define and maintain skills, certifications, coverage areas, and dispatch/work groups for accurate scheduling.
Inactivate FSM agents when employees leave or go on temporary leave.
3. Inventory & Stockroom Governance
Maintain part stocking locations, consumable attributes, and product cross-reference tables for SLA and parts mapping.
Ensure inventory data integrity and linkage to supply chain processes.
4. Work Order & Task Management
Create, edit, and govern work order models and task templates for repeatable service scenarios.
Configure closure codes, questionnaires, and compliance requirements for job completion.
Oversee deletion of work orders/tasks with proper audit controls.
5. Data Governance & Exception Handling
Manage data overrides for operational variances or contract deviations.
Validate expense lines and contract fields for non-subscription-based service models.
Ensure ongoing accuracy and integrity across FSM operational data.
6. Scheduling & Dispatch Logic
Configure dynamic scheduling rules, travel time logic, and skill-based assignment parameters.
Maintain automation for work assignment and coverage rules.
Set up push notifications for scheduling updates, travel alerts, and job confirmations.
7. Continuous Improvement & Collaboration
Analyze scheduling and dispatch performance to recommend configuration improvements.
Collaborate with IT for platform stability and integrations, and with operations teams to optimize workflows.
Skills & Qualifications
Bachelor’s degree in Computer Science, Information Technology, Finance Systems, or a related field.
Experience with ServiceNow FSM or similar platforms (SAP FSM, Oracle Field Service, ClickSoftware).
Strong understanding of field service operations, including dispatch, workforce scheduling, and inventory management.
Familiarity with SLA frameworks, dynamic scheduling, and resource optimization.
Ability to manage data governance and compliance in operational systems.
Excellent cross-functional collaboration skills with IT, operations, and supply chain teams.
Preferred Experience
Background in service delivery, logistics, or workforce management systems.
Knowledge of KPIs for field service performance (first-time fix rate, utilization, SLA adherence).


Experience in process improvement and system optimization.