Solution Architect – Senior Principal Consultant (ServiceNow)
Location: 100% Remote (Must work PST Hours)
Duration: 11+ Months
Role Overview
Seeking a highly experienced Solution Architect – Senior Principal Consultant to lead the technical vision and architecture of ServiceNow solutions, with a primary focus on:
• Financial Services Operations (FSO) – Card Dispute Management
• Customer Service Management (CSM)
This role will provide hands-on technical leadership, design scalable and secure enterprise architectures, and align ServiceNow implementations with strategic business objectives in a financial services environment.
Core Responsibilities
Architecture & Technical Leadership
• Lead end-to-end solution architecture for ServiceNow implementations
• Design scalable, secure, and high-performing platform architectures
• Maintain high-level and detailed architectural views of integrations and platform components
• Develop and maintain a technical implementation roadmap
• Ensure alignment with governance policies and licensing boundaries
Implementation & Delivery Oversight
• Provide hands-on technical leadership during configuration and development
• Conduct configuration reviews, platform health scans, and sprint-based design/code reviews
• Resolve technical escalations and support defect management
• Assist with configuration migration and platform upgrades
• Ensure adherence to ServiceNow best practices and NOW Learning framework standards
Stakeholder Collaboration
• Collaborate with Business Analysts and Developers to translate business requirements into technical solutions
• Lead technical workshops and architectural discussions
• Support team development through mentorship and best practice guidance
• Work closely with enterprise architecture teams and Agile delivery teams
Technical Expertise Required
ServiceNow Platform
• 10–14+ years of ServiceNow experience
• 2–4+ years leading solution implementations
• Deep expertise in:
• FSO Card Dispute Management
• Customer Service Management (CSM)
• Strong knowledge of Financial Services Data Model (banking, disputes, payments, etc.)
Development & Configuration
• Proficient in:
• Business Rules
• Script Includes
• UI Actions
• Client Scripts
• All scripted components of ServiceNow
• Strong scripting experience (JavaScript, HTML, CSS, XML)
• Experience with:
• REST & SOAP APIs
• Integration Hub
• Import Sets & Transform Maps
• Service Portal & Widgets
DevOps & Integration
• Familiarity with:
• Git
• Selenium
• CI/CD pipelines
• Agile methodologies
• Strong experience integrating enterprise systems
• Experience working within secure financial services environments
Required Certifications
• ServiceNow Certified System Administrator (CSA)
• At least one Mainline Certification (CSM / HRSD / ITSM, etc.)
• FSO Dispute Management Accreditation
Preferred Experience
• Enterprise financial services implementations
• Complex inter-system integrations
• Governance-driven environments
• Large-scale transformation programs