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.
• 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

• Technical proficiency in ServiceNow, including experience with advanced features like payments, fraud, complaints, and disputes.
• Knowledge of ServiceNow best practices, architectural standards, and platform capabilities.
• Experience with integrating ServiceNow with card networks, external processors, core banking systems, and third-party platforms.
• Strong understanding of security and compliance requirements, including data protection and tokenization strategies.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• Ability to manage multiple projects and priorities simultaneously.
• Experience with ServiceNow workflows, integrations, and data flows.
• Understanding of ServiceNow security and access controls.

Benefits

Comprehensive compensation and benefits package, including medical and dental coverage, pension, and 401(k) plans. Flexible vacation policy and various paid time off options.

Pay

$142,600 to $261,500 base salary range for all geographic locations in the US, and $171,200 to $297,200 for the New York City Metro Area, Washington State, and California (excluding Sacramento).

Schedule

Hybrid model with most people in external, client-serving roles expected to work together in person 40-60% of the time over the course of an engagement, project, or year.