ServiceNow - ServiceNow FSO Architect (CTA) - Manager - Tech Cons - Open Location

About the role

The opportunity involves leading the technical design of ServiceNow disputes solutions, defining technical architectures, and overseeing complex implementations. The role requires hands-on technical leadership, solution design, and customer engagement.

Responsibilities

• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact the work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.
• Guide and oversee technical implementation activities across delivery teams.
• Provide hands-on leadership during critical design and build phases.
• Ensure architecture is translated accurately into configuration and code.
• Support teams in resolving complex build and deployment challenges.
• Partner with project leadership to ensure successful delivery outcomes.
• Identify and mitigate technical risks early in the delivery lifecycle.
• Drive resolution of complex technical issues that threaten timelines or quality.
• Balance speed of delivery with architectural integrity.
• Serve as a technical advisor during solution design workshops, customer technical discussions, and architecture and design reviews.
• Communicate technical concepts clearly to both technical and non-technical audiences.
• Collaborate closely with CMAs, solution architects from other workstreams, developers, and quality testers.

Requirements

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• No less than 4 - 6 years of relevant experience in IT or cybersecurity, including extensive experience with hands-on ServiceNow development or architectural capacities.
• ServiceNow Certified Technical Architect (CTA).
• Certified Implementation Specialist - CSM.
• Suite Certification – FSO Insurance Professional.
• Suite Certification – FSO Banking and Wealth Management Professional.
• Extensive hands-on experience architecting and delivering ServiceNow solutions.
• Proven success leading technically complex implementations.
• Experience with Financial Services workflows, disputes, or compliance-driven processes preferred.
• Ability to lead technical discussions confidently with customers and stakeholders.
• Prior consulting experience.
• Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S.
• Ability to travel 40-60% to meet client needs.

Qualifications

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• No less than 4 - 6 years of relevant experience in IT or cybersecurity, including extensive experience with hands-on ServiceNow development or architectural capacities.
• ServiceNow Certified Technical Architect (CTA).
• Certified Implementation Specialist - CSM.
• Suite Certification – FSO Insurance Professional.
• Suite Certification – FSO Banking and Wealth Management Professional.
• Extensive hands-on experience architecting and delivering ServiceNow solutions.
• Proven success leading technically complex implementations.
• Experience with Financial Services workflows, disputes, or compliance-driven processes preferred.
• Ability to lead technical discussions confidently with customers and stakeholders.
• Prior consulting experience.
• Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S.
• Ability to travel 40-60% to meet client needs.

Skills

• Architecture & Design
• Lead the end-to-end technical design of ServiceNow disputes solutions
• Define technical architectures covering:
• Case and workflow design
• Integration and data flows
• Security and access controls
• Ensure solutions align with ServiceNow best practices, architectural standards, and platform capabilities
• Own solution-level architectural decisions and trade-offs
• Address complex and ambiguous technical challenges within the ServiceNow ecosystem
• Act as escalation point for difficult:
• Performance issues
• Integration failures
• Evaluate alternative designs and recommend optimal solutions based on technical feasibility and delivery impact
• Continuously refine architectures based on lessons learned and evolving requirements
• Implementation Leadership & Delivery
• Guide and oversee technical implementation activities across delivery teams
• Provide hands-on leadership during critical design and build phases
• Ensure architecture is translated accurately into configuration and code
• Support teams in resolving complex build and deployment challenges
• Partner with project leadership to ensure successful delivery outcomes
• Identify and mitigate technical risks early in the delivery lifecycle
• Drive resolution of complex technical issues that threaten timelines or quality
• Balance speed of delivery with architectural integrity
• Serve as a technical advisor during:
• Solution design workshops
• Customer technical discussions
• Architecture and design reviews
• Communicate technical concepts clearly to both technical and non-technical audiences
• Collaborate closely with CMAs, solution architects from other workstreams, developers, and quality testers
• Integration & Security Architecture
• Lead technical architecture for integrations with:
• Card networks and external processors
• Core banking, fraud, and document systems
• Third-party platforms and APIs
• Define and implement secure integration patterns, including:
• Synchronous and asynchronous flows
• Data protection and tokenization strategies
• Ensure technical designs meet security, privacy, and compliance requirements

Benefits

To qualify for the role, you must have:

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• No less than 4 - 6 years of relevant experience in IT or cybersecurity, including extensive experience with hands-on ServiceNow development or architectural capacities.
• ServiceNow Certified Technical Architect (CTA).
• Certified Implementation Specialist - CSM.
• Suite Certification – FSO Insurance Professional.
• Suite Certification – FSO Banking and Wealth Management Professional.
• Extensive hands-on experience architecting and delivering ServiceNow solutions.
• Proven success leading technically complex implementations.
• Experience with Financial Services workflows, disputes, or compliance-driven processes preferred.
• Ability to lead technical discussions confidently with customers and stakeholders.
• Prior consulting experience.
• Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S.
• Ability to travel 40-60% to meet client needs.