• Play a pivotal role in shaping the technical direction, governance, and systems engineering standards for ServiceNow implementations • Partner closely with Strategic Committee leaders and the Lead Technical Architect • Develop governance frameworks, procedures, and documentation for ServiceNow solutions • Provide systems engineering guidance to multiple scrum teams • Ensure technical designs align with governance models, industry best practices, and broader ServiceNow product ecosystem • Support teams in designing applications and translating business requirements into technical specifications • Create solution blueprints that reflect both current and future state needs

• Desarrollar y mantener aplicaciones en la plataforma ServiceNow • Colaborar con equipos para implementar soluciones efectivas en la plataforma • Realizar integraciones entre ServiceNow y otras plataformas

Overview Looking for a career with purpose and reward? At LoanCare we help customers every day with what is for many their largest and most personal financial transaction: the purchase of their home. With the mission to simplify the complex with empathy and insight, we are constantly innovating and are a top provider in the mortgage services industry as a result. We are actively seeking to fill the role of SPOC Supervisor. Our ideal candidate enjoys working with clients, both internal and external, eager to learn and maximize results, is detail oriented and driven to meet tight deadlines in a fast-paced environment. Background in the mortgage or real estate industry is a plus. If this sounds like you, and you are ready for a career and not just your next job, apply today! Responsibilities • Supervise daily operation of the SPOC unit, ensuring compliance with departmental policies/procedures and applicable government, investor, and client regulations. • Supervise, coach, counsel and develop assigned staff. • Ensure the SPOC team is effectively counseling all delinquent borrowers in Loss Mitigation options. • Coordinate work activities to achieve volume expected to meet operational requirements and recommend operational improvements. • Manage and maintain daily operations of Dialer campaigns. • Review the department’s performance, identifying trends and assessing unit effectiveness. • Handle escalated borrower calls, which may include conflict resolution, pursuing workout options, calculating and negotiating terms and setting up files in the Loss Mitigation workstation quickly and accurately. • Receive and resolve customer complaints. • Compile data and generate ad-hoc reporting for manager. • Provide monthly summary to manager on departmental performance objectives. • Ensure each member of your staff has 10 calls evaluated per month. • Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training. • All other duties as assigned. Qualifications • High School Diploma or equivalent required. • 3 years of supervisory experience preferred. • 2 years of collections, legal or bankruptcy work experience required. • Knowledgeable in scheduling and volume forecasting. • High level of proficiency with Microsoft Office products. • Excellent written and verbal communication skills. • A strong team player with a high level of professionalism and initiative. • Ability to work efficiently in a fast-paced environment where priorities change frequently to meet business needs. • Strong negotiation, analytical, and problem-solving skills. • Ability to organize, prioritize, and allocate workload for optimum efficiency. • Ability to solve problems with a sense of urgency by recognizing opportunities, understanding risks, and acting quickly to overcome obstacles and reach a solution. • Ability to resolve conflict appropriately. Total Rewards LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include: - Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance - Time Off: Paid holidays, vacation, and sick leave - Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans - Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being - Employee Recognition: Programs that celebrate achievements and milestones - Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth. Compensation Range: $52,400-$88,000.00 annually. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience. Build Your Future with LoanCare® At LoanCare, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration. Here, you’ll find: - A culture that helps you thrive, with resources and support to fuel your growth - Flexibility to work remotely, while staying connected through virtual engagement - Opportunities to make a real impact in an industry that touches millions of lives - If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team. About Remote Employment We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS. Work Conditions Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary. Equal Employment Opportunity LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description The Team The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment. The Role The Sr. Technical Consultant, CRM and Industry Workflow – Manufacturing is a technical expert as of a customer engagement team – consulting with customers and configuring the ServiceNow CRM and Industry Workflow products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes. What you get to do in this role: - Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow community. - Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations. - Support the engagements efforts for Manufacturing-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders - Advise customers on ways they can leverage the ServiceNow platform to transform their current processes. - Lead customer design workshops focused on ServiceNow Platform and CRM and Industry Workflow Solution technology focusing on Manufacturing Commerical Operations. - Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation. - Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them - Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement - Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers. - Work with other members of your ServiceNow team to provide a great experience for our customers. - Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more. - Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers - Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution - Juggle multiple and complex projects/initiatives - Leading continuous improvement practices for delivery/engagement materials - Supporting specific sales activities when required - Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request - Collaborate with team members - Up to 50% travel annually, driven by customer needs and internal meetings Qualifications In order to be successful in this role, we need someone who has: - At least 4 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals - Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Manufacturing sponsors/stakeholders in solving business process and/or technical problems - Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies - Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI. - Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued. - Strong understanding and ability to consult on data compliance standards such as PII/PHI - Experience creating recommendations that comprise of multiple complex solution components. - Experience and knowledge of CRM and CPQ solutions including lead/opportunity management, creating product catalogs, pricing management, quote creation, quote to order process, order management, and common systems of integration. - Experience working with Manufacturing customers to drive scalable solutions that support both front and back-office workflows. - Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity - Ability to gain and maintain certifications - Ability to adapt and learn new features and capabilities - Proven team player and team builder - This role must sit in West Palm Beach Florida Certification Requirements: Required ServiceNow Certifications or achieved within first 90 days: - Certified System Administrator (required or must achieve within the first 60 days) - Certified Implementation Specialist – Customer Service Management - Certified Implementation Specialist – Field Service Management - Certified Application Developer Desired ServiceNow Certifications: - Certified Technical Architect (required or must achieve in first year) - Certified ITSM, ITOM Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. - Employee Type: Regular - Region: AMS - North America and Canada - Work Persona: Remote