ServiceNow Business Process Consultant – FSO/CSM

Role overview Lead business process design for ServiceNow Financial Services Operations (FSO) programs serving insurance and financial services organizations. You will connect business stakeholders with platform and engineering teams, shaping operational needs into practical workflows across FSO and related Customer Service Management (CSM) and Field Service Management (FSM) capabilities.

Responsibilities - Facilitate discovery workshops covering processes such as policy servicing, claims, billing inquiries, and customer service. - Map current workflows, identify bottlenecks, and design future-state processes aligned with platform capabilities. - Guide fit-to-standard and fit-gap decisions, favoring established features where they meet business needs. - Turn process designs into requirements, user stories, and acceptance criteria; coordinate with architects and engineers on data, integrations, and implementation. - Identify automation and AI opportunities, define process KPIs, and support value realization, testing, demos, training, and change activities. - Maintain process documentation and reusable models while helping manage scope, priorities, and requirement issues.

Requirements - 8–12 years in business process consulting, business architecture, or functional solution design, including experience in consulting or enterprise software. - At least 3 years working with ServiceNow, with functional expertise and a practical understanding of configuration. - Demonstrated delivery experience with ServiceNow FSO and familiarity with insurance or banking operations and the CSM data model. - Ability to configure forms, workflows, and Flow Designer, and to discuss scripting, data, and integration needs with technical teams. - Knowledge of integration concepts such as SSO, SAML, web services, LDAP, and REST; skill in BPMN or similar process modeling. - Strong workshop facilitation, stakeholder communication, problem-solving, and Agile/Scrum backlog skills; proficiency with common office tools. - Current ServiceNow CSA and a relevant CIS certification, or willingness to earn them within six months of hire.

Nice to have - Exposure to ServiceNow Now Assist, AI Agents, or process mining. - ITIL Foundation, ServiceNow micro-certifications, or business analysis and process credentials such as CBAP, CCBA, or Lean Six Sigma.

Benefits and work setup Official ServiceNow training and support toward platform certifications are provided. The role includes collaboration with business, architecture, engineering, and project teams.