ServiceNow -ServiceNow FSO Architect; CTA Manager - Tech Consulting

Location:

Anywhere in Country

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.

• 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 complex implementations, resolve advanced technical challenges, and ensure delivered solutions meet platform best practices, regulatory standards, and project outcomes.
• Translate business requirements into robust, scalable, and secure technical architectures within the Service Now ecosystem.
• Guide and oversee technical implementation activities across delivery teams.
• Support teams in resolving complex build and deployment challenges, partnering with project leadership to ensure successful delivery outcomes.
• Act as escalation point for performance issues, integration failures, and architectural constraints.
• Communicate technical concepts clearly to both technical and non‑technical audiences.

• 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, evaluate alternative designs and recommend optimal solutions based on technical feasibility and delivery impact.
• Continuously refine architectures based on lessons learned and evolving requirements.
• Architect advanced Service Now workflows using case management, event‑based and rules‑driven orchestration, long‑running and high‑volume transaction support.
• Lead technical architecture for integrations with card networks, core banking, fraud, document systems, and third‑party platforms/APIs.
• Define and implement secure integration patterns (synchronous/asynchronous flows, data protection, tokenization), ensuring compliance with security and privacy requirements.
• Drive resolution of complex technical issues threatening timelines or quality, balancing speed of delivery with architectural integrity.
• Collaborate closely with CMAs, solution architects from other work streams, developers, and quality testers.

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• 4‑6 years of relevant experience in IT or cybersecurity, including extensive hands‑on Service Now development or architectural capacities.
• Service Now 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 Service Now 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, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• A valid driver’s license in the U.S.
• Ability to travel 40‑60% to meet client needs.

Individuals who are technically…