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

Location

Anywhere in Country

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. In the digital economy, it takes more than good ideas and strong leadership to thrive. As a Service Now Consulting Manager you’ll play a leading role in upgrading outdated processes, systems, and information for prestigious businesses worldwide.

• Lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management.
• 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 and platform capabilities.
• Own solution‑level architectural decisions and trade‑offs.
• Address complex and ambiguous technical challenges within the Service Now ecosystem.
• Act as escalation point for difficult technical issues, including:
  • 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.

• 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 using case management, state‑driven designs, event‑based and rules‑driven orchestration, and long‑running and high‑volume transaction support.
• Optimize performance, scalability, and resilience for enterprise workloads.
• Design reusable technical patterns and implementation assets.

• Lead technical architecture for integrations with card networks, external processors, core banking, fraud, document systems, and 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.

• Bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering, or similar discipline.
• Typically, 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…