Lead Software Engineer - Disputes IT - ServiceNow FSO

Fifth Third Bank • Cincinnati, OH

3d • $82,100 - $172,500

About The Position

An experienced ServiceNow developer responsible for designing, developing, and supporting solutions for Disputes and Complaints Technology as part of an Agile squad. The role expands the team’s technical expertise and delivery capacity as the organization modernizes its Disputes and Complaints platforms on ServiceNow FSO. Responsibilities span solution design through production delivery and support, with active participation in Agile ceremonies and continuous improvement of development standards and best practices.

The role is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following applicable policies and procedures. It is accountable for doing the right thing for customers and colleagues and ensuring actions and behaviors drive a positive customer experience. Within the Bank’s risk appetite, the role identifies, assesses, manages, monitors, and reports risks of all types.

The position has no supervisory responsibilities. It is based in Cincinnati, Ohio. Immigration sponsorship is not available.

Requirements

• Bachelor’s degree in Computer Science or Information Systems, or an equivalent combination of education and work experience.
• Six or more years of software engineering, application development, or other IT experience relevant to the position.
• Hands-on ServiceNow development experience is strongly preferred.
• Experience developing and configuring ServiceNow solutions using JavaScript, including Business Rules, Script Includes, Client Scripts, UI Actions, and other server- and client-side scripting capabilities.
• Experience with ServiceNow Flow Designer, decision tables, playbooks, and workflow or process automation.
• Experience with ServiceNow Financial Services Operations (FSO), Customer Service Management (CSM), or other complex case-management solutions.
• Knowledge of object-oriented and functional software design.
• Experience designing, consuming, and troubleshooting REST/SOAP APIs and ServiceNow integrations, including IntegrationHub.
• Experience integrating ServiceNow with enterprise systems and external platforms using APIs, authentication mechanisms, and asynchronous integration patterns.
• Prior experience with Git, GitHub, CI/CD practices, source control, and application deployment practices.
• Understanding of software development methodologies, including Agile/Scrum development, code reviews, automated testing, and defect resolution.
• Understanding of security best practices and secure application development in an enterprise environment.
• Ability to troubleshoot complex workflows, integrations, data issues, and production defects across multiple systems.
• Strong collaboration skills and ability to work effectively with product owners, business analysts, architects, QA engineers, and other developers.
• Excellent verbal and written communication skills, including translating business requirements into technical solutions and clearly communicating technical issues and design decisions.

Nice To Haves

• Direct experience with ServiceNow FSO Disputes Management.
• Understanding of banking disputes, including debit/card transaction disputes, fraud and non-fraud disputes, chargebacks, provisional or temporary credit, recovery, and dispute case lifecycle concepts.
• ServiceNow FSO Disputes Management implementation experience within banking or financial services.
• Experience with debit/card disputes, Mastercard or Visa dispute/chargeback processing, ACH disputes, or payments operations.
• ServiceNow certifications or accreditations such as CSA, CAD, CIS-CSM, FSO Banking & Wealth, or FSO Disputes Management.
• Experience with ServiceNow UI Builder, IntegrationHub, Process Automation Designer, and Automated Test Framework (ATF).

Responsibilities

• Design and implement new features while continuously improving the quality of technical products and applications.
• Provide technical knowledge and leadership as a developer on an Agile squad.
• Collaborate with software engineers to define system architectures and design solutions.
• Develop software that meets code quality standards and metrics.
• Practice test-driven development.
• Participate in communities of practice by contributing to and following standards, reviewing others’ code, and sharing knowledge.
• Automate processes and write maintainable, supportable, and testable code to achieve operational excellence.
• Maintain effective partnerships with operations and engineering teams to drive service improvement.
• Remain current on IT trends pertaining to the area of practice.
• Assist with problem resolution for end users and customers.
• Contribute to defining operational procedures for software development.
• Maintain appropriate controls and documentation to meet audit requirements.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs designed to support employees and their families, encompassing physical, financial, emotional, and social well-being.
• Incentive compensation plan eligibility, with payment based on company, line of business, and/or individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior