ServiceNow FSO Consultant

Role Summary

We are seeking an experienced ServiceNow Financial Services Operations (FSO) Business Process Consultant (BPC) to lead process discovery, solution design, and transformation initiatives for financial-services clients. This role serves as the bridge between business stakeholders and technical delivery teams, translating operational needs into scalable ServiceNow solutions.

The ideal candidate combines financial-services domain knowledge, process-consulting expertise, and hands-on familiarity with the ServiceNow platform. The consultant will help clients improve customer service, operational efficiency, regulatory compliance, and case-management processes across banking, insurance, wealth management, or related sectors.

Responsibilities

• Lead stakeholder interviews, discovery workshops, and process-mapping sessions to understand business objectives, pain points, controls, and requirements.
• Assess current-state processes and design optimized future-state workflows using ServiceNow FSO capabilities and platform best practices.
• Translate business needs into process designs, user stories, acceptance criteria, functional requirements, and solution documentation.
• Advise clients on FSO capabilities, including financial-services case management, customer and household servicing, complaints, disputes, onboarding, document management, and operational workflows.
• Identify opportunities to simplify, standardize, and automate processes while minimizing unnecessary customization.
• Partner with solution architects, developers, product owners, data teams, and integration specialists throughout the implementation lifecycle.
• Maintain requirements traceability and support backlog prioritization, sprint planning, design reviews, and release-readiness activities.
• Configure or validate process elements such as workflows, forms, business rules, service-level agreements, assignment logic, personas, and reporting requirements.
• Plan and support user acceptance testing, including test scenarios, defect triage, and business sign-off.
• Define process metrics, service-level targets, dashboards, and key performance indicators.
• Support organizational change management, training, communications, operating-model design, and adoption activities.
• Ensure solution designs account for security, privacy, auditability, records management, and applicable financial-services controls.
• Provide post-implementation support and recommend opportunities for continuous improvement.