Senior ServiceNow Architect, Senior Vice President

Overview of the Role

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. As a bank focused on economic value and client experience, Citi’s Enterprise Operations & Technology teams design and maintain the technical architecture that supports these global services, delivering secure, reliable, and efficient solutions.

• Solution Architecture & Design:
  • Lead the architecture and design of end-to-end Service Now solutions, ensuring alignment with business objectives and IT strategy.
  • Collaborate with business stakeholders to understand requirements and provide scalable, flexible, and secure Service Now designs.
  • Define and maintain technical and functional roadmaps for Service Now deployments, upgrades, and integrations.
• Leadership & Stakeholder Management:
  • Serve as a subject matter expert (SME) and lead the technical direction for Service Now projects.
  • Provide leadership and mentorship to junior architects, developers, and administrators in the Service Now environment.
  • Engage with stakeholders to define business requirements and translate them into technical solutions while managing expectations and ensuring alignment with the overall IT strategy.
• Platform Optimization & Best Practices:
  • Ensure that Service Now implementations adhere to best practices for development, security, scalability, and performance.
  • Design and enforce coding standards, system configurations, and governance processes across Service Now instances.
  • Oversee integration efforts between Service Now and other enterprise systems, ensuring seamless and efficient workflows.
• Customization & Integration:
  • Lead the design and development of custom applications, modules, and integrations on the Service Now platform to meet business‑specific needs.
  • Implement integrations with third‑party tools and systems using REST, SOAP, or other integration methods, ensuring data integrity and optimal system performance.
• Problem‑Solving & Troubleshooting:
  • Provide high‑level troubleshooting and issue resolution for complex Service Now incidents or challenges.
  • Work proactively to identify and resolve any potential issues related to performance, scalability, or functionality.
• Continuous Improvement &
  
  Innovation:
  • Keep up‑to‑date with the latest Service Now features, releases, and best practices to ensure the platform is optimized for organizational needs.
  • Recommend improvements, enhancements, and innovations that drive business process automation and operational efficiency.
• Collaboration & Communication:
  • Act as the primary technical liaison between business stakeholders, project managers, and development teams.
  • Communicate complex technical concepts to non‑technical stakeholders clearly and effectively.
  • Collaborate with cross‑functional teams to design and implement new Service Now capabilities.
• Governance & Compliance:
  • Ensure compliance with internal standards, regulatory requirements, and best practices in all aspects of Service Now development and deployment.
  • Develop and enforce security policies and procedures related to the Service Now platform.

• Education:
  • Bachelor’s degree in Computer Science, Information Technology, Business, or related field (or equivalent work experience).
• Experience:
  • 7+ years of experience in IT with at least 5 years focused on Service Now implementations, development, and architecture.
  • Proven track record of designing and delivering complex Service Now solutions, including custom applications, integrations, and enterprise‑level deployments.
  • In‑depth experience with a wide variety of Service Now modules (e.g., ITSM, HAM, SAM, IRM, VR, HRSD, CSM, etc.).
  • Experience leading cross‑functional teams and managing multiple stakeholders during the design and implementation of Service Now solutions.
• Technical
  
  Skills:
  • Expertise in Service Now platform architecture, custom development, and…