ServiceNow FSO Consultant

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