ServiceNow Claims Platform Engineering Lead

We are seeking a Service Now Engineering Leader to own and evolve a mission-critical specialty claims platform built on top of Service Now. This role is designed for an engineering leader with deep platform, integration, and data experience, not a traditional Service Now administrator. The claims platform is heavily customized and supports high-volume transactional processing, complex workflows, and deep integrations across policy administration, financial systems, and enterprise data platforms.

Service Now CSM, App Engine, and Integration Hub are used as development and orchestration tools, not out-of-the-box solutions. This is a player/coach role. The Director sets architectural direction, owns technical standards and production outcomes, and remains hands-on with design and code when needed. The role partners closely with product management and business leaders on roadmap and backlog, and leads delivery through a combination of internal engineers and a Software Integrator (SI).

A background in financial services is strongly preferred. Prior insurance experience is helpful but not required for candidates

• Own the end-to-end architecture of a highly customized Service Now-based claims platform supporting specialty insurance programs.
• Lead the design and evolution of claims data models, workflows, and automation, ensuring scalability, maintainability, and transaction integrity.
• Use Service Now CSM and App Engine as an extensible platform to implement complex, non-standard claims capabilities.
• Establish and enforce engineering standards, customization guidelines, and architectural patterns across the platform.
• Make architectural tradeoffs balancing customization, performance, maintainability, and long-term platform health in a regulated environment.

• Lead, mentor, and technically guide internal engineers while governing and directing delivery from the SI.
• Review and approve technical designs, ensuring consistency with platform standards and architectural vision.
• Drive reuse through shared components, frameworks, and patterns rather than one-off implementations.
• Architect and own enterprise integrations using Service Now Integration Hub, including custom actions and orchestration flows.
• Design and govern both real-time transactional integrations and batch-based data pipelines.
• Lead integration with:
• Policy administration systems
• Financial and accounting platforms
• Enterprise data warehouse and analytics platforms
• Apply strong understanding of enterprise integration patterns, including:
• Event-driven architectures
• Data consistency and reliability strategies across distributed systems
• Ensure integrations meet expectations for transaction integrity, auditability, and operational resilience common in financial services platforms.

• Own the Service Now SDLC, including environment strategy, release management, testing, and deployment practices.
• Define and operate the production support model for a mission-critical claims platform.
• Partner with operations, Dev Ops, and infrastructure teams on monitoring, incident response, root cause analysis, and continuous improvement.
• Ensure platform reliability, availability, performance, and operational readiness at scale.

• Partner closely with product management and business leaders to define platform roadmap, backlog, and delivery priorities.
• Translate business and regulatory requirements into scalable, well-engineered platform solutions.
• Serve as the final technical authority for claims platform decisions.

• 10+ years of software engineering experience, including hands-on platform or enterprise system development.
• Proven experience leading heavily customized Service Now environments with extensive scripted solutions.
• Demonstrated experience delivering custom-built platforms on top of Service Now, using CSM, App Engine, and Integration Hub as implementation tools.
• Strong experience designing and operating enterprise integration patterns, including event-driven systems, synchronous APIs, batch data pipelines, and distributed data consistency.
• Experience owning platform SDLC, production support, and technical standards.
• Strong communication skills and the ability to lead both engineers and integrator teams.
• Financial services experience strongly preferred (insurance knowledge not required with strong financial systems background).

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.

Fortegra will never request…