ServiceNow Lead Architect

We are seeking a hands-on ServiceNow Claims Lead Engineer to serve as the technical subject matter expert (SME) for a highly customized specialty claims platform built on ServiceNow.

This role is focused on architecture, design, and hands-on development, working closely with engineering leadership, product stakeholders, and a Software Integrator (SI) to deliver scalable, high-quality solutions.

The platform leverages ServiceNow Customer Service Management (CSM), App Engine, and Integration Hub with extensive scripted customizations and complex integrations across policy administration, financial systems, and enterprise data platforms.

This role is ideal for someone who enjoys building and evolving complex platforms, staying close to the code, and acting as the go-to technical authority for ServiceNow architecture and implementation.

Key Responsibilities:

Platform Architecture & Technical Ownership

• Serve as the ServiceNow technical authority (SME) for the claims platform.
• Design and evolve claims data models, workflows, case structures, and automation to support complex business processes.
• Architect solutions using CSM and App Engine to enable highly customized, non–out-of-the-box functionality.
• Define and maintain technical standards, patterns, and best practices for the platform.
• Ensure architectural decisions balance flexibility, performance, maintainability, and long-term scalability.

Hands-On Development & Solution Design

• Actively contribute to development, including ServiceNow scripting (JavaScript, Script Includes, Business Rules, UI logic).
• Build prototypes, reference implementations, and reusable components.
• Review and guide implementation work delivered by internal engineers and the SI.
• Lead technical design sessions and provide clear direction on solution approaches.
• Drive consistency and reuse across platform components.

Integration & Data Architecture

• Design and implement integrations using ServiceNow Integration Hub, including custom actions and orchestration.
• Build and support both:
• • Real-time transactional integrations
  • Batch-based data pipelines
• Integrate with:
• • Policy administration systems
  • Financial and accounting platforms
  • Enterprise data warehouse / analytics systems
• Apply strong understanding of:
• • Synchronous vs. asynchronous processing
  • Data consistency and reliability across distributed systems

SDLC & Platform Quality

• Contribute to and help enforce SDLC practices, including design standards, code quality, and release processes.
• Support platform stability through involvement in production support, troubleshooting, and root cause analysis.
• Ensure solutions are built with operational readiness, observability, and performance in mind.
• Continuously identify opportunities to improve platform quality, maintainability, and developer experience.

Collaboration & Technical Partnership

• Partner closely with engineering leadership, product teams, and the SI to translate business needs into technical solutions.
• Act as a trusted technical advisor across engineering and business stakeholders.
• Mentor developers on ServiceNow best practices and architectural patterns.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job.  They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform

Required Qualifications

• 8+ years of software engineering experience with strong hands-on ServiceNow development.
• Deep experience with:
• • ServiceNow CSM
  • App Engine (custom applications)
  • Integration Hub (custom actions and orchestration)
• Proven experience working in heavily customized ServiceNow environments with significant scripted logic.
• Strong experience designing and implementing enterprise integrations and data pipelines.
• Solid understanding of:
• • Event-driven architecture
  • Sync vs. async integration patterns
  • Distributed data consistency
• Ability to contribute directly to code and guide implementation teams.
• Strong communication skills and ability to influence technical decisions.

Preferred Qualifications

• Experience building or supporting financial or insurance domains
• ServiceNow certifications (CSA, CAD, CIS-CSM) preferred but not required.
• Experience operating in regulated or compliance-driven environments.

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or assume sponsorship of employment visas at this time. We welcome applicants of all backgrounds and national origins

The anticipated salary for this position is $120,000 - $180,000+ per year, based on qualifications and experience.

Recruitment Updates
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