ServiceNow Solution Architect - FSO, CSM

Role overview

Lead the architecture and delivery of Financial Services Operations solutions on an enterprise workflow platform, with a focus on insurance and financial services programs. You’ll translate business needs across policy servicing, claims, and customer service into scalable designs, while working across related customer service and field service capabilities. The role combines customer workshops and solution architecture with delivery oversight, technical problem-solving, and coaching a team of engineers.

Responsibilities

- Serve as the technical lead for client programs and facilitate workshops to define business and solution requirements. - Design Financial Services Operations solutions that reflect customer needs, industry processes, and platform practices. - Provide engineering teams with architecture, specifications, and work items; monitor estimates, progress, and delivery quality. - Lead, coach, and assign work to engineers based on their capabilities. - Coordinate with project managers on scope changes and technical issues, and deliver demonstrations, documentation, and knowledge transfer. - Use AI tools and emerging technologies to improve work and decision-making, and research industry developments to inform solution improvements.

Requirements

- Eight to twelve years of application development experience in SaaS, PaaS, or enterprise software environments. - At least three years of platform experience, with strong knowledge of its architecture and scripting. - Hands-on experience designing and delivering Financial Services Operations solutions, plus customer service management knowledge and familiarity with its data model. - Insurance industry experience and understanding of processes such as policy servicing and claims. - Knowledge of integration technologies, including REST, web services, SSO, SAML, LDAP, JDBC, ODBC, SCP, and FTPS. - Experience leading client solution delivery using Agile or Scrum, along with strong problem-solving and communication skills.

Nice to have

- Exposure to platform AI capabilities, such as assistant features and AI agents. - ITIL Foundation or platform micro-certifications.

Benefits and work setup

- Candidates must hold, or obtain within six months of hire, a platform administrator certification and a relevant implementation specialist certification; Financial Services Operations or customer service is preferred. - Ongoing platform training and certification support are described.