ServiceNow Business Process Consultant – FSO/CSM

🔥 1 minute ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Business Operations

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NewRocket

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

NewRocket is a top global ServiceNow partner, providing a wide range of services and solutions to help enterprise leaders solve complex business problems. They specialize in advisory and transformation services, design and implementation, managed services, and more, focusing on improving customer and employee experiences through the use of the ServiceNow platform. Their solutions include platforms and integrations, security, risk, and resilience, as well as technology excellence. NewRocket serves a variety of industries including education, healthcare, financial services, and the public sector, among others, and is known for their expertise in UI and UX design as well as their ability to enhance workflows and improve business processes efficiently.

📋 Description

• 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