ServiceNow Lead with Financial Service Operation exp-Full time-Remote

Served as Technical Owner for ServiceNow Financial Service Operations (FSO) implementations, leading a team of developers and overseeing end-to-end solution delivery.

Led and mentored offshore/onshore ServiceNow development teams, assigning sprint tasks, conducting code reviews, and ensuring adherence to ServiceNow best practices.

Actively participated in requirement discovery workshops with business stakeholders and clients to translate functional needs into scalable ServiceNow solutions.

Designed and implemented FSO Case Management solutions to support dispute and fraud claims processing for Credit, Debit, and ATM transactions (Visa/Mastercard).

Delivered greenfield ServiceNow implementations and major enhancements across FSO, ITSM, CSM, and custom applications.

Developed and customized complex workflows, Flow Designer flows, and workflow activities to automate financial operations and case lifecycles.

Hands-on development using Business Rules, Client Scripts, UI Policies, UI Actions, UI Scripts, Script Includes, ACLs, APIs, and Service Portal.

Built REST and SOAP integrations with third-party systems using IntegrationHub, Scripted REST APIs, and Flow actions.

Executed Agile sprint activities including development, unit testing, functional testing, peer reviews, and release management.

Reviewed solution designs and code artifacts every sprint to ensure quality, performance, and compliance standards.

Managed instance health, usage monitoring, security compliance, and platform optimization across environments.

Coordinated ServiceNow upgrades, cloning, regression testing, and remediation across sub-production and production instances.

Led production support, incident resolution, and root cause analysis under high-pressure environments.

Contributed to user story creation, backlog grooming, sprint planning, and estimation activities.

Authored and maintained technical design documents, configuration guides, and operational runbooks.

Conducted knowledge transfer sessions and training workshops to upskill developers and COE members.

Collaborated with Architects, BAs, QA teams, and client stakeholders to ensure timely and high-quality delivery.

Stayed current with new ServiceNow platform releases and FSO capabilities, recommending adoption of new features.

Supported Center of Excellence (COE) initiatives by defining development standards, reusable components, and best practices.

Utilized Azure DevOps / Jira / Rally for sprint tracking, defect management, and CI/CD coordination.

Demonstrated excellent client-facing communication, leadership, problem-solving, and analytical skills.