ServiceNow Solution Architect - FSO, FSM, CSM

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a ServiceNow Solution Architect – FSO, FSM, CSM based in United States .

We are seeking an experienced ServiceNow Solution Architect to lead the design and delivery of enterprise-grade solutions for clients in the insurance and financial services sectors. This role focuses on Financial Services Operations (FSO), with additional expertise across Customer Service Management (CSM) and Field Service Management (FSM). You will translate complex business challenges into scalable, industry-aligned solutions that maximize the value of the ServiceNow platform. Working closely with customers, project managers, and engineering teams, you will guide technical architecture, oversee implementation quality, and mentor software engineers. You will also facilitate workshops, define delivery standards, and help shape innovative solutions informed by industry trends. This is an opportunity to influence large-scale client programs while expanding your expertise in enterprise workflows, automation, and emerging AI capabilities. \n

Accountabilities

Act as the primary technical point of contact for FSO programs, representing the engineering team and advising insurance and financial services clients.

Lead customer workshops to gather, clarify, and document requirements across policy servicing, claims management, customer service, and related insurance operations.

Architect and design scalable ServiceNow FSO solutions aligned with client objectives, industry requirements, and platform best practices.

Develop architectural blueprints and detailed technical requirements for FSO, CSM, and FSM implementations.

Create and estimate development stories, monitor engineering progress, and ensure the quality, performance, and timely delivery of solutions.

Lead, coach, and mentor software engineers, allocating tasks according to individual strengths and project needs.

Collaborate with project managers to manage scope changes, resolve technical challenges, and maintain alignment with delivery objectives.

Conduct solution demonstrations, prepare technical documentation, and facilitate knowledge transfer among stakeholders and delivery teams.

Maintain technical and process documentation in internal repositories.

Research developments in insurance and financial services to identify opportunities for improving existing solutions and developing new platform offerings.

Requirements

8–12 years of experience in application development within a SaaS, PaaS, or enterprise software environment.

At least 3 years of hands-on experience with the ServiceNow platform, including a strong understanding of its architecture.

Demonstrated experience designing and delivering ServiceNow Financial Services Operations (FSO) solutions.

Experience in the insurance industry, either at an insurance carrier or through delivering technology programs for insurance clients, with knowledge of core processes such as policy servicing and claims.

Experience with Customer Service Management (CSM) and Field Service Management (FSM), including a foundational understanding of the CSM data model that supports FSO.

Strong ServiceNow scripting skills and the ability to lead technical solution development in client-facing environments.

Working knowledge of integration technologies and protocols, including SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, and FTPS.

Experience working with Agile/Scrum methodologies and cross-functional delivery teams.

Strong analytical, problem-solving, communication, and stakeholder-management skills, with the ability to simplify complex technical challenges.

Proficiency in Microsoft Word, Excel, and PowerPoint.

Willingness to pursue ongoing professional development, including ServiceNow platform competency certifications and module accreditations.

Required certifications: ServiceNow Certified System Administrator (CSA) and a relevant ServiceNow Certified Implementation Specialist (CIS) certification, preferably in FSO or CSM. Candidates must already hold these certifications or obtain them within six months of joining.

Preferred qualifications: ITIL Foundation certification, ServiceNow micro-certifications, and exposure to ServiceNow AI capabilities such as Now Assist and AI Agents.

Benefits

Remote work opportunity for candidates based in Canada or the United States.

Access to official ServiceNow training and support for obtaining additional platform certifications.

Opportunities to work on complex, large-scale enterprise projects across insurance and financial services.

Professional development through continued learning, technical specialization, and exposure to emerging AI and automation capabilities.

A collaborative environment that values innovation, knowledge sharing, and employee contributions.

A commitment to diversity, inclusion, equal opportunity, and a respectful workplace.

Salary, healthcare coverage, paid leave, retirement benefits, and other specific compensation details were not disclosed in the provided job description.

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