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Service Now Solution Architect- CSM/FSO/IRM

As part of our EY GDS-Service Now team, you will work to solve client problems using Service Now platform. You will get an opportunity to work with high quality team. You will get an opportunity to build innovating product which solves client’s problem.

The opportunity

We’re looking for Manager with expertise in Service Now Implementation to join the EY GDS Service Now. This is a fantastic opportunity to be part of a leading firm whilst being instrumental in the growth.

Job purpose

The Solution Architect is responsible for the overall design, mapping of client business requirements and ensuring smooth project delivery. The role is required to work with clients to assess current state processes and tools, identify Service Now platform solution options, define Service Now solution requirements, determine and define integration requirements, and develop overall architecture and implementation plans.

We are seeking a highly experienced Service Now Manager with 8-10 years of expertise to lead our Service Now initiatives. The ideal candidate will possess a strong background in integration, UI Builder, Playbook, and CIS-CSM, along with in-depth knowledge of dispute management and Financial Services Operations (FSO). This role will involve strategic oversight, team leadership, and the delivery of high-quality Service Now solutions that align with our business objectives.

Your key responsibilities

• Lead and manage the Service Now development team, providing guidance and mentorship to ensure high-quality deliverables and professional growth.

• Oversee the design, configuration, and customization of the Service Now platform, focusing on integration, UI Builder, and Playbook functionalities to enhance user experience and operational efficiency.

• Develop and implement service request fulfilment workflows, leveraging CSM capabilities to streamline customer service processes and improve dispute management.

• Drive the architecture and execution of integrations with third-party systems, ensuring seamless data flow and process automation across the organization.

• Collaborate with business stakeholders to gather detailed specifications and deliver high-quality products/releases that align with business objectives. Create and maintain comprehensive technical specifications documentation.

• Manage data loading, manipulation, and maintenance between Service Now and other systems, ensuring data integrity and compliance with business requirements.

• Work closely with business liaisons to design and optimize dashboards, home pages, performance analytics data collectors, and reports that provide actionable insights for decision-making.

• Analyze user stories and internal procedures to enhance system capabilities, automate workflows, and address scheduling limitations throughout the development and delivery of Service Now releases.

• Conduct thorough system and integration testing with both sample and live data, ensuring adherence to best practices and high-quality standards.

• Stay updated on the latest Service Now features and industry trends, providing strategic recommendations for continuous improvement and innovation.

Skills and attributes for success

• 8-10 years of experience in Service Now development and administration, with a strong focus on integration, UI Builder, Playbook, and CSM.

• Proven expertise in dispute management processes and Financial Services Operations (FSO).

• Strong understanding of Service Now modules, functionalities, and best practices.

• Excellent leadership and team management skills, with a track record of successfully leading projects and initiatives.

• Strong analytical and problem-solving skills with a focus on delivering business value.

• Exceptional communication and interpersonal skills to effectively collaborate with stakeholders at all levels.

• Good to have CIS-CSM or IRM.

Education Level

• High School Diploma/GED, Technical Diploma,

• Associate’s degree/College Diploma,

• Non-Degree Program, Bachelor’s Degree,

• Master’s Degree, Doctorate Degree, Higher Degree, Other Bachelor’s or Masters.

What we look for

• A Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environment

• An opportunity to be a part of market-leading, multi-disciplinary team of 250+ professionals, in the only integrated global transaction business worldwide.

• Opportunities to work with EY Service Now practices globally with leading businesses across a range of industries

What working at EY offers

At EY, we’re dedicated to helping our clients, from startups to Fortune 500 companies — and the work we do with them is as varied as they are.

You get to work with inspiring and meaningful projects. Our focus is education and coaching alongside practical experience to ensure your personal development. We value our employees, and you will be able to control your own development with an individual progression plan. You will quickly grow into a responsible role with challenging and stimulating assignments. Moreover, you will be part of an interdisciplinary environment that emphasizes high quality and knowledge exchange. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around

• Opportunities to develop new skills and progress your career

• The freedom and flexibility to handle your role in a way that’s right for you.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.