Description

Location: Anywhere in Country

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ServiceNow -ServiceNow FSO Architect (CTA) Manager- Open Location

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 Upgrading outdated processes, systems and information is vital - but can be a risky investment in such a rapidly changing environment.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 ServiceNow 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.

The opportunity

We are seeking a highly skilled and experienced ServiceNow FSO Architect (Certified Technical Architect) to join our team. The ServiceNow FSO Architect will be the senior technical authority responsible for the design, architecture, and successful delivery of advanced ServiceNow 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 ServiceNow ecosystem.

Your key responsibilities

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 workstreams 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.

Skills and attributes for success

Here, you'll serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. Wherever you find yourself, you'll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

Architecture & Design

• Lead the end-to-end technical design of ServiceNow disputes solutions
• Define technical architectures covering:
  • Case and workflow design
  • Integration and data flows
  • Security and access controls
• Ensure solutions align with ServiceNow best practices, architectural standards, and platform capabilities
• Own solution-level architectural decisions and trade-offs
• Address complex and ambiguous technical challenges within the ServiceNow ecosystem
• Act as escalation point for difficult:
  • 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

Implementation Leadership & Delivery

• 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 workstreams, developers, and quality testers

Platform & Workflow Architecture

• Architect advanced ServiceNow workflows using:
  • Case management and state-driven designs
  • Event-based and rules-driven orchestration
  • Long-running and high-volume transaction support
• Optimize performance, scalability, and resilience for enterprise workloads
• Design reusable technical patterns and implementation assets

Integration & Security Architecture

• Lead technical architecture for integrations with:
  • Card networks and external processors
  • Core banking, fraud, and document systems
  • 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

To qualify for the role, you must have

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
• Typically, no less than 4 - 6 years of relevant experience in IT or cybersecurity including extensive experience with hands-on ServiceNow development or architectural capacities.
• ServiceNow 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 ServiceNow 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 (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization
• Experience leading teams and supervising others
• A driver's license valid in the U.S.
• Ability to travel 40-60% to meet client needs

What we look for

We seek individuals who are not only technically proficient but also possess the qualities of emotional agility, digital fluency, and commercial acumen. Top performers demonstrate the ability to build trust and value with clients while leading teams through change and innovation.

What we offer you
At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

• We offer a comprehensive compensation and benefits package where you'll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $142,600 to $261,500. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $171,200 to $297,200. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.
• Under our flexible vacation policy, you'll decide how much vacation time you need based on your own personal circumstances. You'll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today.
EY accepts applications for this position on an on-going basis.

For those living in California, please click here for additional information.

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

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Requisition #: 1703682

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