Lead Software Engineer - Disputes IT - ServiceNow FSO

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An experienced ServiceNow developer responsible for designing, developing, and supporting solutions for Disputes and Complaints Technology as part of an Agile squad. This role expands the team’s technical expertise and delivery capacity as we modernize Disputes and Complaints platforms on ServiceNow FSO. Responsibilities span solution design through production delivery and support, with active participation in Agile ceremonies and continuous improvement of development standards and best practices.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Design and implement new features while continuously improving quality of technical products and applications
• Provide technical knowledge and leadership as a developer on an agile squad
• Work collaboratively with other software engineers to define system architectures and design solutions
• Develop software meeting code quality standards and metrics
• Practice test-driven development
• Participate in communities of practice by contributing to and following standards, reviewing others code, and sharing knowledge
• Achieve operational excellence by automating processes and writing maintainable, supportable, and testable code
• Maintain effective partnerships with operations and engineering teams to drive service improvement
• Remain current on IT trends pertaining to their area of practice
• Assist with problem resolution for end users and customers
• Contribute to the definition of operational procedures for software development
• Maintain appropriate controls and documentation to ensure compliance of audit requirements
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES

• None

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Bachelor's degree in Computer Science/Information Systems or equivalent combination of education and work experience.
• Six+ years of software engineering, application development, or other IT experience relevant to the position, with hands-on ServiceNow development experience strongly preferred.
• Experience developing and configuring solutions on the ServiceNow platform using JavaScript, including Business Rules, Script Includes, Client Scripts, UI Actions, and other server- and client-side scripting capabilities.
• Experience with ServiceNow Flow Designer, decision tables, playbooks, and workflow/process automation.
• Experience with ServiceNow Financial Services Operations (FSO), Customer Service Management (CSM), or other complex case-management solutions. Direct experience with FSO Disputes Management is strongly preferred.
• Knowledge of object-oriented and functional software design.
• Experience designing, consuming, and troubleshooting REST/SOAP APIs and ServiceNow integrations, including IntegrationHub.
• Experience integrating ServiceNow with enterprise systems and external platforms using APIs, authentication mechanisms, and asynchronous integration patterns.
• Prior experience with Git, GitHub, CI/CD practices, source control, and application deployment practices.
• Understanding of software development methodologies, including Agile/Scrum development, code reviews, automated testing, and defect resolution.
• Understanding of security best practices and secure application development within an enterprise environment.
• Ability to troubleshoot complex workflows, integrations, data issues, and production defects across multiple systems.
• Strong collaboration skills, with the ability to work effectively with product owners, business analysts, architects, QA engineers, and other developers.
• Excellent verbal and written communication skills, including the ability to translate business requirements into technical solutions and clearly communicate technical issues and design decisions.
• Understanding of security best practices and secure application development within an enterprise environment.

PREFFERED EXPERIENCE

• Understanding of banking disputes, including debit/card transaction disputes, fraud and non-fraud disputes, chargebacks, provisional/temporary credit, recovery, and dispute case lifecycle concepts preferred.
• ServiceNow FSO Disputes Management implementation experience within banking or financial services.
• Experience with debit/card disputes, Mastercard or Visa dispute/chargeback processing, ACH disputes, or payments operations.
• ServiceNow certifications/accreditations such as CSA, CAD, CIS-CSM, FSO Banking & Wealth, or FSO Disputes Management.
• Experience with ServiceNow UI Builder, IntegrationHub, Process Automation Designer, and Automated Test Framework (ATF).

Position not available for immigration sponsorship

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At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.