Job Title: Solution Architect -Senior Principal Consultant
Location: Remote
Role Overview: Lead the technical vision and execution of ServiceNow solutions, with a focus on Financial Services Operations (FSO) Card Dispute Management and Customer Service Management (CSM). Collaborate across teams to design scalable, secure, and high-performing architectures aligned with business goals.
Key Responsibilities:
• Provide hands-on technical leadership and architectural guidance across ServiceNow implementations.
• Design high-level solution architectures and maintain detailed views of system integrations and platform health.
• Collaborate with Business Analysts and Developers to translate business needs into technical solutions.
• Ensure adherence to governance policies and licensing boundaries.
• Conduct configuration reviews, health scans, and sprint-based design/code reviews.
• Resolve technical escalations and support defect management.
• Maintain and communicate a technical implementation roadmap.
• Lead workshops, contribute to best practices, and support training paths for team development.
• Assist with configuration migration and platform upgrades.
• Work within ServiceNow NOW learning framework and best practices
Technical Expertise:
• Deep experience with ServiceNow platform, Either FSO Dispute and CSM Implementations.
• Strong knowledge of Financial Services Data Model (banking, disputes, payments etc.).
• Proficient in ServiceNow scripting (JavaScript, HTML, CSS, XML), APIs (REST/SOAP), and UI development (Service Portal, widgets).
• Skilled in integrations using Integration Hub, SOAP, REST, Import Sets, and Transform Maps.
• Familiarity with DevOps practices, Git, Selenium, and Agile/CI/CD environments.
• Strong analytical, problem-solving, and UI design skills.
• Hands on experience in Business Rules, Script Includes, UI Actions and all scripted aspects of ServiceNow
Qualifications:
• 15+ years of ServiceNow experience, including 2-4 years in solution implementation.
• Proven track record in designing and implementing FSO Dispute solutions.
• Experience working with enterprise architecture teams and Agile methodologies.
• Solid understanding of ITIL and service management frameworks.
• Certified System Administrator (CSA) plus one Mainline certification (CSM / HRSD/ITSM etc.) plus FSO Dispute management Accreditation