Service Now Architect

Description:

We are seeking a highly skilled and experienced Service Now Architect to join our team. The ServiceNow Architect will be the senior technical authority responsible for the design, architecture, and successful delivery of advanced ServiceNow solutions (such as Banking Operations, Customer Servicing, Contact Center, Payments, Fraud, Complaints, and Disputes) and regulated servicing use cases within Financial Services organizations.

This role provides hands-on technical leadership, owning solution architecture across workflows, integrations, data, security, and performance. The architect leads complex implementations, resolves advanced technical challenges, and ensures delivered solutions meet platform best practices, regulatory standards, and project outcomes. The architect works closely with delivery teams, stakeholders, and customers to translate business requirements into robust, scalable, and secure technical architectures within the ServiceNow ecosystem.

Your Key Responsibilities

As a manager in Application Design and development, you will lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management. This role presents exciting challenges and opportunities for growth, allowing you to apply your expertise in guiding others and recommending quality solutions. You will engage regularly with external clients, actively participating in working sessions and leading workstreams from planning through execution and closure. Travel may be required as needed by external clients.

Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your 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.

Skills And Attributes For Success

Here, you’ll serve a wide portfolio of clients—each with their own backgrounds, strengths, and ambitions, so no two days will be the same. Wherever you find yourself, you’ll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

Architecture & Design

Lead the end-to-end technical design of ServiceNow dispute 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 an escalation point for difficult:
Performance issues
Integration failures
Architectural constraints
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.

Platform & Workflow Architecture

The architect advanced ServiceNow workflows using:
Case management and state-driven designs
Event-based and rules-driven orchestration
Long-running and high-volume transaction support
Optimize performance, scalability, and resilience for enterprise workloads.
Design reusable technical patterns and implementation assets.

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.

To qualify for the role, you must have

A bachelor's degree, preferably in Computer Science, Information Systems Management, engineering, or a similar discipline
Typically, no less than 4 - 6 years of relevant experience in IT, including extensive experience with hands-on ServiceNow development or architectural capacities.
Certified Implementation Specialist - CSM
Extensive hands-on experience architecting and delivering ServiceNow solutions
Proven success leading technically complex implementations
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