Senior ServiceNow FSO Architect

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.