ServiceNow Solution Architect – FSO/CSM

About NewRocket

NewRocket, a global, full-service Elite ServiceNow and Anthropic partner, helps the world’s leading enterprises solve their toughest business problems and navigate change with confidence. As the AI-first Elite ServiceNow Partner, we combine industry expertise, human-centered design, and enterprise-grade AI to activate real value on the ServiceNow AI Platform. With two decades of experience, we are one of the largest pure-play ServiceNow partners, uniquely focused on helping enterprises adopt AI they trust: AI that delivers lasting business value.

Our partnership with Anthropic gives our teams access to leading-edge Claude technology and puts us at the forefront of enterprise AI adoption. Together with our ServiceNow expertise, it lets us bring agentic AI, intelligent automation, and industry-specific workflows to clients in insurance, financial services, and beyond.

NewRocket has been awarded the “2024 BEST Award,” “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF),” “2023 ServiceNow Worldwide Customer Workflow Partner of the Year,” and “2023 ServiceNow Creator Workflow Partner of the Year.”

We #GoBeyondWorkflows to create new kinds of experiences for our customers. Come join our Crew!

The Role

NewRocket is a global team of ServiceNow professionals who help our customers run and grow their ServiceNow environments. We are hiring a ServiceNow Solution Architect to lead the delivery of Financial Services Operations (FSO) solutions for large insurance and financial services client programs. You’ll anchor engagements in FSO and work across related product lines including Customer Service Management (CSM) and Field Service Management (FSM).

As a Solution Architect, you will bring a strong understanding of how insurers operate, from policy servicing to claims to customer service. You’ll use that knowledge to translate business challenges into scalable solutions on the ServiceNow platform. You will lead customer workshops, architect and design FSO solutions, and lead and mentor a team of Software Engineers, aligning project tasks to each engineer’s skill set.

We will provide support and guidance to get you up to speed on some of the most amazing projects! We provide official ServiceNow training so you can achieve multiple certifications. We will set expectations for what success looks like, then let you use your skills and experience to come up with innovative solutions that achieve customer goals.

We are #GoingBeyond. Come join our Crew!

What You Will Be Doing

• Serve as the primary technical point of contact for FSO programs and represent the engineering team to insurance and financial services customers.
• Facilitate customer workshops to capture and define requirements across insurance operations such as policy servicing, claims, and customer service.
• Define FSO solutions aligned with the client’s business problems, industry needs, and ServiceNow best practices.
• Provide engineers with architectural blueprints and requirements for FSO, CSM implementations.
• Write and estimate Stories, monitor engineers’ work, and ensure the quality and delivery of development.
• Lead, coach, and mentor a team of Software Engineers, aligning project tasks to each engineer’s skill set.
• Partner with Project Managers to manage scope creep and resolve technical issues.
• Conduct demos, deliver documentation, and facilitate knowledge transfer.
• Draft and publish technical and process documentation in the company repository.
• Demonstrate effective use of AI tools to improve productivity, accelerate decision-making, and enhance the quality of work outcomes.
• Leverage AI and emerging technologies to streamline work processes, generate insights, and drive continuous improvement.
• Research insurance and financial services industry trends to propose enhancements to NewRocket's FSO products and offerings.

What You Bring Along

• 8–12 years of experience in application development at a SaaS, PaaS, or enterprise software company.
• 3+ years of ServiceNow platform experience with a deep understanding of its architecture.
• Proven hands-on experience designing and delivering ServiceNow Financial Services Operations (FSO) solutions.
• Experience in the insurance industry, either working at a carrier or delivering programs for insurance clients, with an understanding of core processes such as policy servicing and claims.
• Experience with CSM, including a fundamental understanding of the CSM data model, which FSO builds on.
• Strong ServiceNow scripting skills.
• Working knowledge of the key technologies behind ServiceNow integrations: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, and FTPS.
• Proven ability to lead the development and delivery of ServiceNow solutions in client environments.
• Experience with Agile/Scrum methodology.
• Strong problem-solving skills and the ability to simplify complex situations.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Exposure to ServiceNow AI capabilities such as Now Assist and AI Agents.

Certifications & Knowledge

The candidate must be willing and able to continue their education within the ServiceNow platform and beyond. It is expected that the candidate will complete ServiceNow competency certifications as well as module accreditations.

Required (current, or obtained within 6 months of hire):

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS) in a relevant domain, with FSO or CSM preferred

Preferred:

• ITIL Foundation
• ServiceNow Micro-certifications

We Take Care of Our People  

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [email protected].