Solution Architect – Platform & ServiceNow Service Bridge

Role Overview

Proviniti is seeking a senior Solution Architect to lead the technical design of a multi-consumer ServiceNow Service Bridge implementation on the Finance customer provider instance. This is the architect of record for the engagement — accountable for cross-instance architecture, multi-customer onboarding design, edge-case planning, failure recovery logic, and overall engagement technical oversight as Finance customer “Provider” uplifts the existing FINANCE CUSTOMER “CONSUMER” Incident-only Service Bridge to a repeatable Incident / Problem / Change pattern across a multi-bank consumer base.

Key Responsibilities
• Own the end-to-end solution architecture for the Finance customer provider instance and its multiple consumer instances, covering Remote Catalog, Remote Task, Proactive Case, and Remote Reference patterns.
• Design the cross-instance data contract and field-level mapping for Incident, Problem, and Change records flowing between provider and consumer instances, including data-type conversions, normalization, and required vs. optional field rules.
• Define the Service Bridge ACL model, catalog-item-level access control, and Finance customer InfoSec-aligned data-classification rules across all consumer banks.
• Architect failure-recovery, retry, and reconciliation logic for cross-instance flows (round-trip sync, major-incident proactive-case fan-out, CAB approval flowback).
• Provide technical oversight across the Senior Technical Consultant, ITSM Process Consultant, and offshore QA/UAT resources; review all build artifacts (update sets / scoped app) prior to deployment.
• Author and own the Solution Architecture & Security/ACL Design deliverable (D4) and contribute to the Cross-Instance Data Contract (D2) and the Service Bridge Registration Playbook (D9).
• Partner with Finance customer platform, security, and InfoSec stakeholders, and with consumer-bank technical leads (FINANCE CUSTOMER “CONSUMER” and two additional Tier-1 design partners) through UAT, cutover, and hypercare.
• Identify edge cases and platform constraints early; provide go/no-go recommendations at each release gate.

Required Qualifications
• 10+ years of enterprise solution architecture experience, with at least 5+ years on the ServiceNow Now Platform.
• Demonstrable production delivery of ServiceNow Service Bridge (provider and consumer side), including Remote Catalog, Remote Task, and Proactive Case patterns.
• Deep expertise in ServiceNow ITSM (Incident, Problem, Change) on a current ServiceNow release; familiarity with CAB workflow design and ITIL-aligned process implementation.
• Strong working knowledge of ServiceNow ACLs, scoped applications, update sets, and cross-scope authorization patterns.
• Proven track record architecting multi-tenant / multi-customer ServiceNow patterns at large financial-services or regulated enterprises.
• Experience defining and operating against InfoSec data-classification frameworks (PII, NPI, confidential).
• Excellent written communication — able to author MS Word / PowerPoint architecture artifacts at executive quality.

Preferred Qualifications
• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Prior delivery experience inside Finance customer “Provider”, FINANCE CUSTOMER “CONSUMER”, or another Tier-1 US bank.
• Familiarity with ServiceNow CSM, ITOM, or IRM where these intersect with Service Bridge use cases.
• Hands-on exposure to BPMN authoring and swim-lane process design.