ServiceNow Business Process Consultant – FSO/CSM

The role

You will lead process design for Financial Services Operations programs at large insurance and financial services clients. You will act as a bridge between business and the ServiceNow platform by mapping processes and driving fit-to-standard decisions.

What you will do

• Serve as the primary business process point of contact for FSO programs.
• Lead discovery workshops to understand customer operations.
• Map current-state processes and design future-state processes aligned with ServiceNow best practices.
• Drive fit-to-standard and fit-gap analysis.
• Translate future-state processes into requirements, user stories, and acceptance criteria.
• Partner with Solution Architects to align process design with platform architecture.
• Identify opportunities to apply automation and agentic AI to insurance workflows.
• Define process KPIs and success measures.
• Support user acceptance testing, demos, training, and organizational change management.
• Draft and publish process documentation and playbooks.

Required qualifications

• 8–12 years of experience in business process consulting, business architecture, or functional solution design.
• At least part of experience must be at a consulting firm, SaaS/PaaS provider, or enterprise software company.
• 3+ years of ServiceNow platform experience with functional and working technical understanding of configuration.
• Proven experience designing and delivering ServiceNow Financial Services Operations (FSO) processes and solutions.
• Experience in the banking or insurance industry.
• Experience with CSM, including a fundamental understanding of the CSM data model.
• Techno-functional depth in configuring forms, workflows, and Flow Designer.
• Working knowledge of ServiceNow integration technologies such as SSO, SAML, Web Services, LDAP, and REST.
• Strong process modeling skills using BPMN or similar notation with tools like Visio, Lucidchart, or Miro.
• Exceptional workshop facilitation skills.
• Experience with Agile/Scrum methodology.
• Proficiency with Microsoft Word, Excel, and PowerPoint.

Nice to have

• FSO or CSM preferred for CIS certification
• ITIL Foundation
• ServiceNow Micro-certifications
• Business analysis or process certification (e.g., CBAP, CCBA, or Lean Six Sigma)
• Exposure to ServiceNow AI capabilities such as Now Assist and AI Agents, or to process mining

Benefits

• Official ServiceNow training to achieve multiple certifications

Before you apply

• Must be willing and able to continue education within the ServiceNow platform and beyond.
• Expected to complete ServiceNow competency certifications and module accreditations.

About the company

NewRocket is a global, full-service Elite ServiceNow and Anthropic partner. They help enterprises solve business problems and navigate change using the ServiceNow AI Platform.