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Senior ServiceNow FSO Architect

Miami, Florida, United States

Senior ServiceNow FSO Architect – Financial Services Operations for U.S. Banking

NTT DATA is a team of more than 139,000 diverse professionals operating in more than 50 countries worldwide. Our sectors of activity include telecommunications, finance, industry, utilities, energy, public administration, and health.

Our mission? Offer technological solutions, business, strategy, development, and application maintenance while being a benchmark in consulting. Thanks to the collaboration between teams, the human quality of our people, and the fact that we do not conform to what is established, we always seek innovation that brings us closer to the future.

Our essence has led us to the forefront of technology, breaking paradigms and providing solutions that truly respond to each client's needs. Our talent has led us to be one of the top six technology companies in the world.

Because #Greattech, needs #GreatPeople, like you

NTT Data seeks high-achieving team players who quickly adapt to new challenges and entrepreneurial ventures. We are looking for a Senior ServiceNow FSO Architect to work in a hybrid environment onsite with our global client in the Miami, FL.

Location: hybrid in Miami, FL (EST hours)
Engagement Type: Contract

Role Overview

Senior professional highly specialized in US Bank Secrecy Act (BSA) regulatory and compliance requirements and ServiceNow Financial Services Operations (FSO), with proven experience in the architecture, solution design, integration, and implementation of complex banking operations for U.S. financial institutions.

The professional will serve as both a technical and functional leader in the transformation of financial back-office processes, connecting native ServiceNow FSO capabilities with legacy banking systems, core platforms, digital channels, risk engines, compliance solutions, and both enterprise-scale and departmental applications.

The candidate must possess deep expertise in US Bank Secrecy Act (BSA) regulatory and compliance requirements and it is a plus to also have experise in ServiceNow FSO module for Banking, including workflow automation, case management, financial services workspaces, embedded risk and compliance controls, and specialized banking applications. The FSO platform is designed to reduce operational costs, improve customer satisfaction, and embed regulatory controls within financial institution workflows.

Key Responsibilities

Act as the lead architect responsible for defining the ServiceNow FSO architecture for U.S. banks, covering solution design, data models, integrations, governance, security, user experience, process automation, and enterprise-scale deployments.

Design and implement integrations between ServiceNow FSO and client legacy platforms, including:

Enterprise/High-Platform Systems

  • Mainframe systems
  • Core Banking platforms
  • Card processing systems
  • Deposits platforms
  • Loan management systems
  • Payments platforms
  • Treasury systems
  • AML/KYC solutions
  • Fraud detection platforms
  • Risk management systems
  • CRM applications
  • Data warehouses

Departmental/Low-Platform Systems

  • Departmental solutions
  • Critical spreadsheets
  • Local databases
  • Internal business tools
  • Satellite applications
  • Manual back-office workflows

Define integration standards using:

  • REST APIs
  • SOAP services
  • Event-driven architectures
  • Messaging queues
  • Middleware platforms
  • ETL/ELT processes
  • IntegrationHub
  • Spokes
  • MID Server
  • Remote Tables
  • Import Sets
  • Data synchronization
  • Data virtualization
  • Cross-platform orchestration between transactional systems and ServiceNow

Customize U.S. banking processes within FSO while addressing regulatory, operational, and servicing requirements, including:

  • Card disputes
  • Chargebacks
  • Provisional and final credits
  • Visa and Mastercard rules
  • Regulation E (Reg E)
  • Regulation Z (Reg Z)
  • Fraud management
  • Account servicing
  • ACH and wire payments
  • Account opening and closure
  • Document review
  • Due diligence
  • KYC processes
  • Relationship maintenance
  • Card servicing
  • Deposit servicing
  • Loan servicing
  • Treasury operations

Required Functional Banking Knowledge (United States)

Extensive experience with U.S. banking back-office operations, including:

Card Disputes and Transaction Disputes

  • Dispute intake
  • Investigation management
  • Provisional credit issuance
  • Chargeback analysis
  • Representment processing
  • Merchant recovery
  • Final credit determination
  • Provisional credit reversal
  • Dispute closure

Strong knowledge of FSO Dispute Management capabilities, including Visa and Mastercard workflows and U.S. regulatory content.

Card Operations

  • Credit card account opening
  • Eligibility assessment
  • Credit analysis
  • Documentation management
  • Terms and disclosures
  • Credit limit increase/decrease
  • Card blocking/unblocking
  • Account closure

Deposit Operations

  • Deposit account origination and onboarding
  • Customer relationship maintenance
  • Standing orders management
  • Recurring instruction failures
  • Documentation verification
  • Fulfillment activities
  • Account closure

Loan Operations

  • Consumer and commercial loan servicing
  • Partial prepayments
  • Payment deferments
  • Loan forgiveness
  • Write-offs
  • Missed installment processing
  • Covenant breach management
  • Restructuring proposals
  • Drawdowns
  • Rollovers

Payment Operations

  • Payment inquiries
  • Payment claims
  • Payment investigations
  • Internal and external refunds
  • Debit approvals
  • ACH servicing
  • Wire transfer servicing
  • Operational exception handling
  • Payment failure resolution

Treasury Operations

  • Treasury service case management
  • Due diligence
  • Contract document generation
  • Fulfillment activities
  • Operational monitoring and dashboards

Fraud, KYC, and AML Operations

  • Fraud investigations
  • Customer onboarding
  • Screening processes
  • Risk scoring
  • KYC reviews
  • AML workflows
  • Document verification
  • Ongoing KYC compliance
  • Workflow and case orchestration across financial operations

ServiceNow FSO Technical and Architectural Expertise

Deep knowledge of ServiceNow FSO core components, including:

  • Financial Services Operations Core
  • Banking data model
  • Core banking tables
  • Workspaces
  • Roles and personas
  • Business Rules
  • Customer Central for FSO
  • Service Definitions
  • Request Types
  • Record Producers
  • Playbooks
  • SLA Definitions
  • Assignment Rules
  • Dashboards
  • Analytics

Advanced Experience with FSO Banking Applications

  • Dispute Management
  • Financial Services Card Operations
  • Financial Services Deposit Operations
  • Financial Services Loan Operations
  • Financial Services Payment Operations
  • Financial Services Treasury Operations
  • Intelligent Servicing for Fraud
  • Customer Central for FSO
  • FSO Core Data Model
  • Financial Services Remote Tables
  • Financial Services Playbooks and Workspaces

Ability to design scalable and extensible architectures while:

  • Minimizing unnecessary customizations
  • Preserving platform upgradeability
  • Maximizing native component reuse
  • Supporting domain separation where applicable
  • Enforcing role-based security
  • Maintaining segregation of duties
  • Implementing approval controls
  • Supporting auditability
  • Aligning with enterprise governance requirements

Experience integrating within highly regulated banking environments, including:

  • Authentication and authorization
  • Encryption
  • Data masking
  • PII protection
  • GLBA compliance
  • SOX compliance
  • PCI DSS compliance
  • Data residency controls
  • Logging and monitoring
  • Observability
  • Audit controls
  • Role-based access management

Required Experience

  • 5+ years of experience in enterprise solution architecture.
  • Extensive background in ServiceNow, banking digital transformation, financial operations, and complex systems integration.
  • Proven delivery experience across multiple ServiceNow FSO implementations for U.S. banks or financial institutions.
  • Direct participation in:
    • Discovery
    • Blueprinting
    • Solution design
    • Configuration
    • Customization
    • Integration
    • Testing
    • Migration
    • Cutover
    • Hypercare
  • Ability to collaborate with:
    • Business stakeholders
    • Banking operations teams
    • Compliance organizations
    • Risk departments
    • Technology teams
    • Enterprise architects
    • Information security teams
    • External vendors
    • Global delivery teams
  • Fluent English.
  • Experience working with U.S.-based stakeholders, regulations, banking operations, and omnichannel servicing models.

Preferred Qualifications

  • ServiceNow Certified System Administrator (CSA)
  • Certified Application Developer (CAD)
  • Certified Implementation Specialist (CIS)
  • Certifications in:
    • Customer Service Management (CSM)
    • ITSM
    • IntegrationHub
    • Related ServiceNow disciplines

Additional experience in:

  • GenAI / Now Assist applied to financial operations
  • Intelligent case summarization
  • Automatic triage and routing
  • Next-best-action recommendations
  • Document extraction and processing
  • Operational productivity improvements

Experience with:

  • Top 10 U.S. Banks
  • Major credit card issuers
  • Payment processors
  • Acquirers
  • Fintech organizations
  • Credit unions
  • Financial institutions managing high volumes of disputes, servicing activities, complaints, and regulated operations

Why NTT Data?   

Empowerment and rewards are the cornerstone of our career development model. We are a young, fast-growing company, with a highly innovative and entrepreneurial spirit, because of this professional experience and growth will be unmatched. Our talent and positive attitude allow us to transform our goals into achievements, and projects into realities.

NTT Data is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. NTT Data is an Equal Opportunity Employer Male/Female/Disabled/Veteran and a VEVRAA Federal Contractor.

 

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