ServiceNow Business Process Consultant – FSO/CSM

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Act as the key business process liaison for FSO programs, representing NewRocket to stakeholders in insurance and financial services.

• Facilitate discovery workshops focused on policy servicing, claims, billing inquiries, and customer service.

• Analyze current-state processes, pinpoint pain points and inefficiencies, and design future-state processes that align with ServiceNow FSO, CSM, and FSM best practices.

• Conduct fit-to-standard and fit-gap analyses while minimizing unnecessary customizations.

• Convert future-state processes into requirements, user stories, and acceptance criteria.

• Collaborate with Solution Architects on data models, integrations, and technical architecture.

• Identify opportunities for automation and agentic AI, including Now Assist and AI Agents.

• Establish process KPIs and success metrics, supporting post-go-live value realization.

• Assist in user acceptance testing, demonstrations, training, and organizational change management.

• Create and publish process documentation, playbooks, and reusable process models.

• Work alongside Project Managers to manage project scope, prioritize the backlog, and address process and requirement challenges.

• Utilize AI tools to enhance productivity, expedite decision-making, and improve work outcomes.

• Leverage AI and emerging technologies to optimize processes, generate insights, and foster continuous improvement.

• Investigate trends in insurance and financial services to propose enhancements to NewRocket’s FSO products and offerings.

⛳️ Requirements

• 8–12 years of experience in business process consulting, business architecture, or functional solution design, with a portion of that time spent at a consulting firm, SaaS/PaaS provider, or enterprise software company.

• Over 3 years of experience with the ServiceNow platform, possessing a strong functional and technical understanding of platform configuration.

• Demonstrated experience in designing and delivering ServiceNow Financial Services Operations (FSO) processes and solutions.

• Background in the banking or insurance industry with knowledge of core processes.

• Familiarity with CSM, including a fundamental understanding of the CSM data model.

• Proficient in configuring forms, workflows, and Flow Designer.

• Ability to engage in discussions about scripting, data, and integration approaches with engineers.

• Working knowledge of SSO, SAML, Web Services, LDAP, and REST for defining integration requirements.

• Strong process modeling abilities using BPMN or similar notation, with tools such as Visio, Lucidchart, or Miro.

• Excellent workshop facilitation skills and the capacity to influence business and IT stakeholders up to the executive level.

• Experience with Agile/Scrum methodologies, including crafting user stories and managing a backlog.

• Strong analytical skills to simplify complex scenarios.

• Proficient in Microsoft Word, Excel, and PowerPoint.

• Familiarity with ServiceNow AI capabilities such as Now Assist and AI Agents, or process mining.

• Willingness and ability to pursue further education within the ServiceNow platform and beyond.

• ServiceNow Certified System Administrator (CSA) required, either currently or within 6 months of hire.

• ServiceNow Certified Implementation Specialist (CIS) in a relevant domain required, either currently or within 6 months of hire.

🏝️ Benefits

• Official ServiceNow training.

• Support and guidance to help you acclimate to projects.

• Opportunity to obtain multiple ServiceNow certifications.

• Continued education within the ServiceNow platform and beyond.

• Diverse and inclusive workplace.

• Equal opportunity workplace and affirmative action employer.

• Disability accommodations available.