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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 Upgrading outdated processes, systems and information is vital - but can be a risky investment in such a rapidly changing environment.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 Architect to join our team. The ServiceNow Architect will be the senior technical authority responsible for the design, architecture, and successful delivery of advanced ServiceNow solutions (such as Banking Operations, Customer Servicing, Contact Center, 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 Architect leads complex implementations, resolves advanced technical challenges, and ensures delivered solutions meet platform best practices, regulatory standards, and project outcomes. The Architect 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 including extensive experience with hands-on ServiceNow development or architectural capacities.

+ Certified Implementation Specialist - CSM

+ Extensive hands-on experience architecting and delivering ServiceNow solutions

+ Proven success leading technically complex implementations

+ 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

Ideally, you'll also have

+ ServiceNow Certified Technical Architect (CTA) - highly preferred

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...

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