ServiceNow FSO Consultant

About this role

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.