ServiceNow FSO Consultant

Position Overview

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.
Key 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.

Originally posted on Himalayas