Financial Services Technical Lead

Company Description

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.

Job Description

Financial Services Technical Lead is a functional and technical expert consulting with customers on implementing ServiceNow’s Financial Services Operations (FSO) solutions based on best practices for Banking and Insurance – all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification). 

Technical Consultant Lead, Customer Workflow brings architectural guidance, business acumen in the financial services industry (Customer Service, Call Center, Information Technology, Banking and Insurance Operations Process, etc.), and deep product expertise, innovation, and knowledge capital to our customers and partners. 

What will you be doing in this role?  

Project Delivery  

• Serve as primary technical point-of-contact for projects and as the face of the development team to the customer. 
• Ensure quality of work delivered by the technical team, serve as escalation point for client concerns, and identify and implement technical team process efficiencies to benefit the technical team and clients. 
• Define, at an architectural and design level of detail, technical solutions aligned with our client’s business problems and ServiceNow Implementation Best Practices.  
• Understand customer requirements, translate to high-quality technical solutions, and communicate and deliver them to clients. 
• Write/estimate stories, monitor developer’s work, and own overall quality and delivery of development.  
• Lead technical onboarding efforts with new clients to understand their current processes and platform configurations.  
• Deliver any purchased development artifacts, documentation, and knowledge transfer activities.  
• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.  
• Mentor developers and technical consultants on technical design standards and best practices.  
• Research technology partner or other vendor solutions in context of client requirements for integration. 

Pre-Sales  

• Maintain and build proficient knowledge of the ServiceNow platform and products.  
• Assist the pre-sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems/core banking platforms/core insurance platforms. 
• Evangelize ServiceNow Expert Services by contributing to whitepapers, webinars, community groups and partnerships.  

Product 

• Engage and collaborate closely with the ServiceNow product teams on new product service offerings and go to market activities. 
• Interface with the product team during new product implementations to gain best practices insights and give feedback on new features and capabilities to enhance the product. 

Leadership and Practice Development  

• Contribute to continual improvement of Delivery Services processes and the maturing of varied portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements. 
• Serve as a Senior member of the Customer and Industry Workflow Practice for Financial Services helping to define short-term and long-term goals.  

Qualifications

To be Successful in this role, you will need to have the following qualifications: 

• At least 8 years of consultation and/or configuration experience related to implementing complex, highly configurable technologies. Preferably ServiceNow Customer and Industry Workflow Solutions. (Salesforce, ServiceNow, Zendesk. Etc.) 
• Minimum of 5 years of experience developing enterprise architectures and technical roadmaps with integrations with Customer Facing Portals, Core Banking Platforms, Core Insurance Platforms, Transactional Based Systems, Document Management Platforms, Data Warehouses, etc.  
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