ServiceNow - Architect - Manager

EY; Chennai District; On-site; INR 2,800,000 - 4,800,000; Full time

Job summary

EY, a global professional services firm, seeks a ServiceNow Solution Architect for EY GDS ServiceNow practice in Chennai, India. You will lead design, integration, and implementation across CSM, FSO, and IRM modules, guiding delivery and ensuring high‑quality serviceNow solutions.

You will mentor the development team, oversee configurations, develop workflow strategies, and collaborate with stakeholders to translate business needs into scalable architectures.

Qualifications

• 8-10 years of ServiceNow development and administration experience.
• Expertise in integration, UI Builder, Playbook and CSM.
• Strong knowledge of dispute management and Financial Services Operations (FSO).

Responsibilities

• Lead and manage the ServiceNow development team with mentorship and deliverables.
• Oversee design, configuration and customization focusing on integration, UI Builder and Playbook.
• Develop service-request fulfilment workflows using CSM to streamline processes.
• Drive architecture and integrations with third‑party systems for data flow.
• Collaborate with stakeholders to gather specs and deliver high‑quality releases; create tech specs.
• Manage data loading and maintenance between ServiceNow and other systems.
• Design dashboards, home pages, analytics data collectors and reports.
• Analyze user stories to enhance systems and automate workflows.
• Conduct thorough system and integration testing with sample and live data.
• Stay updated on ServiceNow features and industry trends; propose improvements.

Skills

ServiceNow development

Administration

Integration

UI Builder

Playbook

CSM

Dispute management

FSO

Leadership

Problem solving

Education

Bachelor’s Degree

Master’s Degree

Associate’s Degree

Job description

ServiceNow Solution Architect – CSM/FSO/IRM

As part of our EY GDS‑ServiceNow team, you will work to solve client problems using the ServiceNow platform. You will have the opportunity to work with a highly skilled team and to build innovative products that solve clients’ problems.

The opportunity

We are looking for a Manager with expertise in ServiceNow implementation to join the EY GDS ServiceNow team. This is a fantastic opportunity to be part of a leading firm while playing an instrumental role in growth.

Job purpose

The Solution Architect is responsible for the overall design, mapping of client business requirements and ensuring smooth project delivery. The role involves working with clients to assess current‑state processes and tools, identifying ServiceNow platform solution options, defining ServiceNow solution requirements, determining and defining integration requirements, and developing overall architecture and implementation plans.

We are seeking a highly experienced ServiceNow Manager with 8‑10 years of expertise to lead our ServiceNow 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 ServiceNow solutions that align with our business objectives.

Your key responsibilities

• Lead and manage the ServiceNow development team, providing guidance and mentorship to ensure high‑quality deliverables and professional growth.
• Oversee the design, configuration, and customization of the ServiceNow 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 ServiceNow and other systems, ensuring data integrity and compliance with business requirements.
• Work closely with business liaisons to design and optimise dashboards, home pages, performance analytics data collectors, and reports that provide actionable insights for decision‑making.
• Analyse user stories and internal procedures to enhance system capabilities, automate workflows, and address scheduling limitations throughout the development and delivery of ServiceNow 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 ServiceNow features and industry trends, providing strategic recommendations for continuous improvement and innovation.

Skills and attributes for success

• 8‑10 years of experience in ServiceNow 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 ServiceNow 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 Master’s.

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 a market‑leading, multi‑disciplinary team of 250+ professionals in the only integrated global transaction business worldwide.
• Opportunities to work with EY ServiceNow practices globally with leading businesses across a range of industries.

What working at EY offers

• 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.