Lead Software Engineer - Disputes IT - ServiceNow FSO

Fifth Third Bank • Cincinnati, OH

3d • $82,100 - $172,500

About The Position

Fifth Third Bank is hiring an experienced ServiceNow developer to design, develop, and support solutions for Disputes and Complaints Technology as part of an Agile squad. The role expands the team's technical expertise and delivery capacity as it modernizes Disputes and Complaints platforms on ServiceNow FSO. Work spans solution design through production delivery and support, with active participation in Agile ceremonies and ongoing improvement of development standards and practices.

The position is accountable for managing risk in accordance with bank policies and procedures, supporting positive customer and colleague experiences, and identifying, assessing, managing, monitoring, and reporting risks while operating within the Bank's risk appetite. The role has no supervisory responsibilities and is based in Cincinnati, Ohio.

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.
• Experience developing and configuring solutions on ServiceNow using JavaScript, including Business Rules, Script Includes, Client Scripts, UI Actions, and other server- and client-side scripting.
• 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.
• Experience with Git, GitHub, CI/CD practices, source control, and application deployment practices.
• Understanding of 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.
• Ability to collaborate effectively with product owners, business analysts, architects, QA engineers, and other developers.
• Strong verbal and written communication skills, including translating business requirements into technical solutions and clearly communicating technical issues and design decisions.

Nice To Haves

• Hands-on ServiceNow development experience is strongly preferred.
• Direct experience with FSO Disputes Management is strongly preferred.
• 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 in 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, and practice test-driven development.
• Contribute to and follow community-of-practice standards, review others' code, and share knowledge.
• Automate processes and write maintainable, supportable, and testable code to achieve operational excellence.
• Partner with operations and engineering teams to drive service improvement.
• Remain current on IT trends relevant 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 ensure compliance with audit requirements.
• Identify, assess, manage, monitor, and report risks in accordance with the Bank's risk appetite and policies.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs supporting physical, financial, emotional, and social well-being.
• Eligible to participate in an incentive compensation plan, with payments based on company, line of business, and/or individual performance.

What This Job Offers

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