Senior ServiceNow Architecture Group Manager - Senior Vice President

Overview of Citi:

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

Overview of the Role:

We are seeking a highly skilled and experienced Senior ServiceNow Architect to join our team. This senior-level position will be responsible for the overall design, architecture, and implementation of ServiceNow solutions across our Security Operations implementation on the platform. The ideal candidate will have deep expertise in the ServiceNow platform and will be responsible for ensuring the successful delivery of scalable and efficient solutions that meet business needs and align with IT best practices. As a Senior ServiceNow Architect, you will work closely with stakeholders, technical teams, and management to define and execute the long-term strategy for ServiceNow implementations and enhancements within the Technology Team. The overall objective of this role is to lead efforts to ensure quality standards are being met within existing and planned framework.

Responsibilities:

• Solution Architecture & Design:
  • Lead the architecture and design of end-to-end ServiceNow solutions, ensuring alignment with business objectives and IT strategy.
  • Collaborate with business stakeholders to understand requirements and provide scalable, flexible, and secure ServiceNow designs.
  • Define and maintain technical and functional roadmaps for ServiceNow deployments, upgrades, and integrations.
• Leadership & Stakeholder Management:
  • Serve as a subject matter expert (SME) and lead the technical direction for ServiceNow projects.
  • Provide leadership and mentorship to junior architects, developers, and administrators in the ServiceNow environment.
  • Engage with stakeholders to define business requirements and translate them into technical solutions while managing expectations and ensuring alignment with the overall IT strategy.
• Platform Optimization & Best Practices:
  • Ensure that ServiceNow implementations adhere to best practices for development, security, scalability, and performance.
  • Design and enforce coding standards, system configurations, and governance processes across ServiceNow instances.
  • Oversee integration efforts between ServiceNow and other enterprise systems, ensuring seamless and efficient workflows.
• Customization & Integration:
  • Lead the design and development of custom applications, modules, and integrations on the ServiceNow platform to meet business-specific needs.
  • Implement integrations with third-party tools and systems using REST, SOAP, or other integration methods, ensuring data integrity and optimal system performance.
• Problem-Solving & Troubleshooting:
  • Provide high-level troubleshooting and issue resolution for complex ServiceNow incidents or challenges.
  • Work proactively to identify and resolve any potential issues related to performance, scalability, or functionality.
• Continuous Improvement & Innovation:
  • Keep up-to-date with the latest ServiceNow features, releases, and best practices to ensure the platform is optimized for organizational needs.
  • Recommend improvements, enhancements, and innovations that drive business process automation and operational efficiency.
• Collaboration & Communication:
  • Act as the primary technical liaison between business stakeholders, project managers, and development teams.
  • Communicate complex technical concepts to non-technical stakeholders clearly and effectively.
  • Collaborate with cross-functional teams to design and implement new ServiceNow capabilities.
• Governance & Compliance:
  • Ensure compliance with internal standards, regulatory requirements, and best practices in all aspects of ServiceNow development and deployment.
  • Develop and enforce security policies and procedures related to the ServiceNow platform.

• Ensure the goals of functional area are delivered to appropriate Operations & Technology (O&T) organizations
• Oversee O&T spending to ensure the firm's finances are budgeted and spent according to the Chief Technology officer’s (CTO) technology strategies
• Manage overall execution of IT strategy and roadmap for the technology area
• Lead operational readiness and conformance to global operational standards for ongoing operation and support
• Utilize an in-depth understanding of how engineering integrates within technology and commercial awareness
• Responsible for training and coaching team members, performance management activities, monitoring quantity and quality of work, and addressing development needs for assigned personnel
• Make evaluative judgment based on analyzing information in complicated or unique situations; utilizing multiple sources of information
• Impact engineering through overseeing planning, finances / budget, end results and policy setting
• Negotiate with senior leaders across functions and with external parties, as required
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
   

Qualifications:

• 10+ years of relevant experience in an Engineering role with commensurate experience in people management and at least 5 years focused on ServiceNow implementations, development, and architecture.
• Proven track record of designing and delivering complex ServiceNow solutions, including custom applications, integrations, and enterprise-level deployments.
• In-depth experience with ServiceNow Sec Ops, and other ServiceNow modules (e.g., IRM, VR, HRSD, CSM etc.).
• Experience leading cross-functional teams and managing multiple stakeholders during the design and implementation of ServiceNow solutions.
• Experience working in Financial Services or a large complex and/or global environment
• Technical Skills:
  • Expertise in ServiceNow platform architecture, custom development, and integration.
  • Strong proficiency in ServiceNow development tools, such as ServiceNow Studio, Flow Designer, and the ServiceNow Scripting environment (JavaScript, Glide API).
  • Knowledge of integration technologies such as REST, SOAP, MID Server, and ServiceNow IntegrationHub.
  • Hands-on experience with ServiceNow reporting, dashboard creation, and data modeling.
• Certifications (Preferred but not required):
  • ServiceNow Certified Technical Architect (CTA).
  • ServiceNow Certified System Administrator (CSA).
  • ServiceNow Certified Application Developer (CAD).
  • ITIL Foundation or Advanced ITIL Certification.
• Leadership, mentoring, and team-building skills.
• Ability to effectively communicate complex ideas and solutions to non-technical stakeholders.
• Exceptional problem-solving and troubleshooting skills.
• Detail-oriented with a focus on delivering high-quality, scalable solutions.
• Strong analytical skills and the ability to think strategically.
• Project Management experience
• Comprehensive knowledge of design metrics, analytics tools, benchmarking activities and related reporting to identify best practices
• Ability to work in a matrix environment and partner with virtual teams
• Ability to work independently, multi-task, and take ownership of various parts of a project or initiative
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements
• Proven track record of operational process change and improvement
   

Education:

• Bachelor’s degree in Computer Science, Information Technology, Business, or related field or equivalent work experience
• Master’s degree preferred

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Job Family Group:

Technology

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Job Family:

Systems & Engineering

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Time Type:

Full time

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Primary Location:

Irving Texas United States

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Primary Location Full Time Salary Range:

$156,160.00 - $234,240.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Oct 10, 2025

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.