ServiceNow Business Process Consultant – FSO/CSM
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Job Description
ServiceNow Business Process Consultant designing FSO, CSM, and FSM workflows for insurance and financial services enterprises. Translating operations into scalable processes, requirements, and AI-enabled solutions at NewRocket.
Responsibilities:
- Serve as the primary business process point of contact for FSO programs, representing NewRocket to insurance and financial services stakeholders
- Lead discovery workshops covering policy servicing, claims, billing inquiries, and customer service
- Map current-state processes, identify pain points and inefficiencies, and design future-state processes aligned with ServiceNow FSO, CSM, and FSM best practices
- Drive fit-to-standard and fit-gap analysis while minimizing unnecessary customization
- Translate future-state processes into requirements, user stories, and acceptance criteria
- Partner with Solution Architects on data models, integrations, and technical architecture
- Identify automation and agentic AI opportunities, including Now Assist and AI Agents
- Define process KPIs and success measures and support post-go-live value realization
- Support user acceptance testing, demos, training, and organizational change management
- Draft and publish process documentation, playbooks, and reusable process models
- Collaborate with Project Managers to manage scope, prioritize the backlog, and resolve process and requirement issues
- Use AI tools to improve productivity, accelerate decision-making, and enhance work outcomes
- Leverage AI and emerging technologies to streamline processes, generate insights, and drive continuous improvement
- Research insurance and financial services trends 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 at least part of that time at a consulting firm, SaaS/PaaS provider, or enterprise software company
- 3+ years of ServiceNow platform experience with a strong functional and working technical understanding of platform configuration
- Proven experience designing and delivering ServiceNow Financial Services Operations (FSO) processes and solutions
- Experience in the banking or insurance industry and understanding of core processes
- Experience with CSM, including fundamental understanding of the CSM data model
- Comfortable configuring forms, workflows, and Flow Designer
- Ability to discuss scripting, data, and integration approaches with engineers
- Working knowledge of SSO, SAML, Web Services, LDAP, and REST for defining integration requirements
- Strong process modeling skills using BPMN or similar notation, with tools such as Visio, Lucidchart, or Miro
- Exceptional workshop facilitation skills and ability to influence business and IT stakeholders up to executive level
- Experience with Agile/Scrum methodology, including writing user stories and managing a backlog
- Strong problem-solving skills and ability to simplify complex situations
- Proficiency with Microsoft Word, Excel, and PowerPoint
- Exposure to ServiceNow AI capabilities such as Now Assist and AI Agents, or process mining
- Willingness and ability to continue education within the ServiceNow platform and beyond
- ServiceNow Certified System Administrator (CSA) required currently or within 6 months of hire
- ServiceNow Certified Implementation Specialist (CIS) in a relevant domain required currently or within 6 months of hire
Benefits:
- Official ServiceNow training
- Support and guidance to get up to speed on projects
- Opportunity to achieve 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
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