ServiceNow Business Process Consultant – FSO/CSM

1 hour, 12 minutes ago
Full-time
Lead
Customer and Technical Support
NewRocket

NewRocket

NewRocket is a full-service, elite ServiceNow partner that delivers meaningful experiences and extraordinary results. They help enterprise leaders tackle tough business challenges, navigate change with confidence, and go beyond workflows to create a re...

Internet Software & Services
501-1000
Founded 2016

Description

  • Serve as the primary business process contact for Financial Services Operations programs and client stakeholders.
  • Lead discovery workshops across policy servicing, claims, billing inquiries, and customer service operations.
  • Map current-state processes, identify inefficiencies, and design future-state workflows aligned with ServiceNow FSO, CSM, and FSM practices.
  • Lead fit-to-standard and fit-gap analyses to maximize out-of-the-box capabilities and limit customization.
  • Translate process designs into requirements, user stories, and acceptance criteria for engineering teams.
  • Partner with Solution Architects on data models, integrations, and technical architecture.
  • Identify opportunities for automation and agentic AI, including Now Assist and AI Agents.
  • Define process KPIs, support value realization after go-live, and contribute to continuous improvement.
  • Support UAT, demos, training, organizational change management, and process documentation.
  • Collaborate on scope and backlog prioritization; research industry trends to improve FSO offerings.

Requirements

  • 8–12 years of experience in business process consulting, business architecture, or functional solution design, including experience at a consulting firm, SaaS/PaaS provider, or enterprise software company.
  • 3+ years of ServiceNow platform experience, including functional and technical configuration knowledge.
  • Proven experience designing and delivering ServiceNow Financial Services Operations processes and solutions.
  • Experience in banking or insurance, with knowledge of core industry processes.
  • Experience with ServiceNow CSM and understanding of its data model; familiarity with FSM is relevant.
  • Ability to configure ServiceNow forms, workflows, and Flow Designer and collaborate with engineers on scripting, data, and integrations.
  • Working knowledge of SSO, SAML, web services, LDAP, and REST for defining integration requirements.
  • Process modeling expertise using BPMN or similar methods and tools such as Visio, Lucidchart, or Miro.
  • Experience facilitating workshops, influencing executive-level business and IT stakeholders, and working in Agile/Scrum environments.
  • ServiceNow CSA and relevant CIS certification required currently or within 6 months of hire; FSO or CSM CIS preferred.
  • Willingness to complete ServiceNow competency certifications and module accreditations; ITIL Foundation, ServiceNow micro-certifications, and CBAP, CCBA, or Lean Six Sigma are preferred.

Benefits

  • Official ServiceNow training and support to obtain multiple certifications.
  • Guidance and defined success expectations while developing innovative client solutions.
  • Work on ServiceNow, automation, and enterprise AI initiatives for insurance and financial services clients.
  • Diverse and inclusive workplace with equal employment opportunity.
  • Disability accommodation support.

Interested in this position?

Apply directly on the company website

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