ServiceNow - ServiceNow FSO Architect; CTA - Manager - Tech Cons

Service Now
- Service Now FSO Architect (CTA) - Manager
- Tech Cons
- Open Location

Location:

Chicago

Requisition

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That’s why some of the most prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision‑making. As a Service Now Consulting Manager you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.

We are seeking a highly skilled and experienced Service Now FSO Architect (Certified Technical Architect) to join our team. The Service Now FSO Architect will be the senior technical authority responsible for the design, architecture, and successful delivery of advanced Service Now solutions (including Payments, Fraud, Complaints, 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 CTA leads complex implementations, resolves advanced technical challenges, and ensures delivered solutions meet platform best practices, regulatory standards, and project outcomes.

The CTA works closely with delivery teams, stakeholders, and customers to translate business requirements into robust, scalable, and secure technical architectures within the Service Now ecosystem.

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 work streams 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.

• Lead the end‑to‑end technical design of Service Now disputes solutions
• Define technical architectures covering:
  • Case and workflow design
  • Integration and data flows
  • Security and access controls
• Ensure solutions align with Service Now best practices, architectural standards, and platform capabilities
• Own solution‑level architectural decisions and trade‑offs
• Address complex and ambiguous technical challenges within the Service Now ecosystem
• Performance issues
• Evaluate alternative designs and recommend optimal solutions based on technical feasibility and delivery impact
• Continuously refine architectures based on lessons learned and evolving requirements
• 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 work streams, developers, and quality testers

• Architect advanced Service Now workflows…