Principal ServiceNow Architect, Disputes

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are seeking a seasoned Architect with extensive experience in Pega Smart Disputes who is eager to transition to the ServiceNow ecosystem. You will leverage your expertise in financial dispute management and case processing, particularly in Pega, to design, architect, and implement state-of-the-art ServiceNow solutions for our clients. This is an exciting opportunity to apply your deep domain knowledge in a new platform, contributing to a growing and innovative area of enterprise service management. 

Key Responsibilities: 

• Architect and Design ServiceNow Solutions: Lead the architecture and design of ServiceNow implementations that meet industry standards and align with business objectives, particularly focusing on financial dispute management and case handling. 
• Leverage Expertise in Pega Smart Disputes: Utilize your experience with Pega Smart Disputes to guide the transition to ServiceNow, ensuring that ServiceNow workflows replicate and enhance Pega capabilities. 
• Stakeholder Collaboration: Partner with business leaders and key stakeholders to understand short-term and long-term business goals, ensuring alignment with ServiceNow architecture. 
• Solution Leadership: Provide leadership in customizing and configuring ServiceNow modules, focusing on customer workflows, service management, and dispute resolution processes. 
• Integration with Financial Systems: Design and oversee integrations between ServiceNow and other financial systems (e.g., CRM, ERP) that handle customer disputes and financial transactions. 
• End-to-End Project Delivery: Lead cross-functional teams through the entire project lifecycle, from requirement gathering to post-implementation support, ensuring high-quality and scalable solutions. 
• Best Practices and Innovations: Drive the adoption of industry best practices in ServiceNow architecture, staying current with emerging technologies and ServiceNow advancements, particularly in financial service management. 
• Collaboration with Product Teams: Engage closely with ServiceNow product teams to provide insights and feedback on features, contributing to product enhancements that support financial dispute workflows. 

To be successful in this role you have:

• 8+ Years of Experience: Proven experience in designing and implementing complex, configurable Pega Smart Disputes or similar financial dispute management systems. 
• 5+ Years in Enterprise Architecture: Expertise in developing enterprise architectures, particularly around customer-facing dispute resolution portals, core case management systems, and financial transaction platforms. 
• Financial Industry Knowledge: Deep understanding of financial regulations and standards (e.g., PCI DSS, Reg E, Reg Z) and how they influence dispute management workflows. 
• Influence and Leadership: Demonstrated ability to consult with senior business leaders and provide strategic guidance on transitioning from Pega to ServiceNow. 
• Technical Skills: Strong skills in visualization, wireframing, and diagramming complex workflows. Experience with integrations between multiple enterprise systems. 
• Certifications: Certifications in Pega (e.g., Pega Certified System Architect) and/or ServiceNow (e.g., ServiceNow Certified System Administrator) are a plus. 
• Passion for Learning: A commitment to continuous learning and staying up to date with new technologies in the financial services industry and ServiceNow ecosystems. 

What We Offer: 

• Training and Development: Comprehensive onboarding and training in ServiceNow, with a focus on leveraging your Pega Smart Disputes expertise. 
• Collaborative Environment: A work culture that encourages innovation, learning, and professional growth. 
• Competitive Benefits: A competitive salary, performance bonuses, and a full benefits package. 
• Career Growth: Opportunities for career advancement in a rapidly growing technology company. 

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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