ServiceNow Business Process Consultant – FSO/CSM

NewRocket

. Serve as the primary business process point of contact for FSO programs, representing NewRocket to insurance and financial services stakeholders .

Posted 10/28/2026full-timeRemote • United States, CanadaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in business process consulting and functional solution design, particularly within the ServiceNow platform, focusing on Financial Services Operations. Proficient in process mapping, automation opportunities, and stakeholder collaboration to drive continuous improvement and value realization.

Highest-signal resume keywords

ServiceNow Platform ExperienceBusiness Process ConsultingFinancial Services Operations (FSO)Agile/Scrum MethodologyProcess Modeling Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process MappingFit-Gap AnalysisUser Story WritingWorkflow ConfigurationBPMNData IntegrationAutomation OpportunitiesProcess KPIsScriptingAI Tools

Soft Skills

Workshop FacilitationInfluencing StakeholdersProblem-SolvingCollaborationOrganizational Change Management

Tools & Technologies

ServiceNowVisioLucidchartMiroMicrosoft WordMicrosoft ExcelMicrosoft PowerPoint

Certifications & Qualifications

ServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist (CIS)

Industry Keywords

Insurance IndustryBanking IndustryCustomer Service Management (CSM)Financial ServicesEnterprise Software

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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