Senior ServiceNow FSO Architect

NTT DATA, Europe & LATAM, Branch in USA, Inc. • Miami, FL

30d • Hybrid

About The Position

NTT DATA is seeking a highly specialized Senior ServiceNow FSO Architect with deep expertise in U.S. Bank Secrecy Act (BSA) regulatory and compliance requirements and ServiceNow Financial Services Operations (FSO). The role involves architecture, solution design, integration, and implementation of complex banking operations for U.S. financial institutions. The candidate will act as a technical and functional leader in transforming financial back-office processes by connecting ServiceNow FSO capabilities with various banking systems. Experience with the ServiceNow FSO module for Banking, including workflow automation, case management, and specialized banking applications, is highly desirable. The FSO platform aims to reduce operational costs, enhance customer satisfaction, and embed regulatory controls within financial workflows.

Requirements

• 5+ years of experience in enterprise solution architecture.
• Extensive background in ServiceNow, banking digital transformation, financial operations, and complex systems integration.
• Proven delivery experience across multiple ServiceNow FSO implementations for U.S. banks or financial institutions.
• Direct participation in Discovery, Blueprinting, Solution design, Configuration, Customization, Integration, Testing, Migration, Cutover, and Hypercare.
• Ability to collaborate with business stakeholders, banking operations teams, compliance organizations, risk departments, technology teams, enterprise architects, information security teams, external vendors, and global delivery teams.
• Fluent English.
• Experience working with U.S.-based stakeholders, regulations, banking operations, and omnichannel servicing models.
• Deep expertise in US Bank Secrecy Act (BSA) regulatory and compliance requirements.
• Deep knowledge of ServiceNow FSO core components, including Financial Services Operations Core, Banking data model, Core banking tables, Workspaces, Roles and personas, Business Rules, Customer Central for FSO, Service Definitions, Request Types, Record Producers, Playbooks, SLA Definitions, Assignment Rules, Dashboards, and Analytics.
• Advanced Experience with FSO Banking Applications including Dispute Management, Financial Services Card Operations, Financial Services Deposit Operations, Financial Services Loan Operations, Financial Services Payment Operations, Financial Services Treasury Operations, Intelligent Servicing for Fraud, Customer Central for FSO, FSO Core Data Model, Financial Services Remote Tables, Financial Services Playbooks and Workspaces.
• Experience integrating within highly regulated banking environments, including authentication and authorization, encryption, data masking, PII protection, GLBA compliance, SOX compliance, PCI DSS compliance, data residency controls, logging and monitoring, observability, audit controls, and role-based access management.

Nice To Haves

• Experience in ServiceNow FSO module for Banking, including workflow automation, case management, financial services workspaces, embedded risk and compliance controls, and specialized banking applications.
• ServiceNow Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS)
• Certifications in Customer Service Management (CSM), ITSM, IntegrationHub, or related ServiceNow disciplines.
• Additional experience in GenAI / Now Assist applied to financial operations, intelligent case summarization, automatic triage and routing, next-best-action recommendations, document extraction and processing, and operational productivity improvements.
• Experience with Top 10 U.S. Banks, Major credit card issuers, Payment processors, Acquirers, Fintech organizations, Credit unions, or Financial institutions managing high volumes of disputes, servicing activities, complaints, and regulated operations.

Responsibilities

• Act as the lead architect responsible for defining the ServiceNow FSO architecture for U.S. banks, covering solution design, data models, integrations, governance, security, user experience, process automation, and enterprise-scale deployments.
• Design and implement integrations between ServiceNow FSO and client legacy platforms, including Enterprise/High-Platform Systems (e.g., Mainframe, Core Banking, Card processing, Deposits, Loans, Payments, Treasury, AML/KYC, Fraud, Risk, CRM, Data warehouses) and Departmental/Low-Platform Systems (e.g., Departmental solutions, spreadsheets, local databases, internal business tools, satellite applications, manual workflows).
• Define integration standards using REST APIs, SOAP services, Event-driven architectures, Messaging queues, Middleware platforms, ETL/ELT processes, IntegrationHub, Spokes, MID Server, Remote Tables, Import Sets, Data synchronization, Data virtualization, and Cross-platform orchestration.
• Customize U.S. banking processes within FSO while addressing regulatory, operational, and servicing requirements, including Card disputes, Chargebacks, Provisional and final credits, Visa and Mastercard rules, Regulation E, Regulation Z, Fraud management, Account servicing, ACH and wire payments, Account opening and closure, Document review, Due diligence, KYC processes, Relationship maintenance, Card servicing, Deposit servicing, Loan servicing, and Treasury operations.
• Provide extensive experience with U.S. banking back-office operations, including Card Disputes and Transaction Disputes (intake, investigation, provisional credit, chargeback analysis, representment, recovery, final credit, reversal, closure), Card Operations (account opening, eligibility, credit analysis, documentation, terms, credit limits, blocking/unblocking, closure), Deposit Operations (origination, onboarding, relationship maintenance, standing orders, instruction failures, documentation, fulfillment, closure), Loan Operations (consumer/commercial servicing, prepayments, deferments, forgiveness, write-offs, missed installments, covenant breaches, restructuring, drawdowns, rollovers), Payment Operations (inquiries, claims, investigations, refunds, debit approvals, ACH, wire transfers, exception handling, failure resolution), Treasury Operations (case management, due diligence, contract generation, fulfillment, monitoring), and Fraud, KYC, and AML Operations (investigations, onboarding, screening, risk scoring, KYC reviews, AML workflows, document verification, ongoing compliance).
• Demonstrate strong knowledge of FSO Dispute Management capabilities, including Visa and Mastercard workflows and U.S. regulatory content.
• Showcase expertise in ServiceNow FSO core components, including Financial Services Operations Core, Banking data model, Core banking tables, Workspaces, Roles and personas, Business Rules, Customer Central for FSO, Service Definitions, Request Types, Record Producers, Playbooks, SLA Definitions, Assignment Rules, Dashboards, and Analytics.
• Exhibit advanced experience with FSO Banking Applications such as Dispute Management, Financial Services Card Operations, Financial Services Deposit Operations, Financial Services Loan Operations, Financial Services Payment Operations, Financial Services Treasury Operations, Intelligent Servicing for Fraud, Customer Central for FSO, FSO Core Data Model, Financial Services Remote Tables, Financial Services Playbooks and Workspaces.
• Design scalable and extensible architectures while minimizing unnecessary customizations, preserving platform upgradeability, maximizing native component reuse, supporting domain separation, enforcing role-based security, maintaining segregation of duties, implementing approval controls, supporting auditability, and aligning with enterprise governance requirements.
• Integrate within highly regulated banking environments, including authentication and authorization, encryption, data masking, PII protection, GLBA compliance, SOX compliance, PCI DSS compliance, data residency controls, logging and monitoring, observability, audit controls, and role-based access management.

Benefits

• Empowerment and rewards are the cornerstone of our career development model.
• Professional experience and growth will be unmatched.
• NTT Data is committed to hiring and retaining a diverse workforce.
• We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.
• NTT Data is an Equal Opportunity Employer Male/Female/Disabled/Veteran and a VEVRAA Federal Contractor.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed