ServiceNow -ServiceNow FSO Architect (CTA) Manager - Tech Consulting - Open Location

EY•Hartford, DC

2d•Hybrid

About The Position

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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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. We are seeking a highly skilled and experienced ServiceNow FSO Architect (Certified Technical Architect) to join our team. The ServiceNow FSO Architect will be the senior technical authority responsible for the design, architecture, and successful delivery of advanced ServiceNow solutions (including 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 CTA leads complex implementations, resolves advanced technical challenges, and ensures delivered solutions meet platform best practices, regulatory standards, and project outcomes. The CTA works closely with delivery teams, stakeholders, and customers to translate business requirements into robust, scalable, and secure technical architectures within the ServiceNow ecosystem.

Requirements

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 or cybersecurity including extensive experience with hands-on ServiceNow development or architectural capacities.
ServiceNow Certified Technical Architect (CTA)
Certified Implementation Specialist - CSM
Suite Certification – FSO Insurance Professional
Suite Certification – FSO Banking and Wealth Management Professional
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

Nice To Haves

Experience with Financial Services workflows, disputes, or compliance-driven processes preferred

Responsibilities

Lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management.
Apply your expertise in guiding others and recommending quality solutions.
Engage regularly with external clients, actively participating in working sessions and leading workstreams from planning through execution and closure.
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.
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
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
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
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

Benefits

comprehensive compensation and benefits package
rewarded based on your performance and recognized for the value you bring to the business
medical and dental coverage
pension and 401(k) plans
wide range of paid time off options
flexible vacation policy
time off for designated EY Paid Holidays
Winter/Summer breaks
Personal/Family Care
other leaves of absence when needed to support your physical, financial, and emotional well-being