ServiceNow Business Process Consultant – FSO/CSM

ServiceNow Business Process Consultant – FSO/FSM/CSM

About NewRocket

NewRocket, a global, full-service Elite ServiceNow and Anthropic partner, helps the world’s leading enterprises solve their toughest business problems and navigate change with confidence. As the AI-first Elite ServiceNow Partner, we combine industry expertise, human-centered design, and enterprise-grade AI to activate real value on the ServiceNow AI Platform. With two decades of experience, we are one of the largest pure-play ServiceNow partners, uniquely focused on helping enterprises adopt AI they trust: AI that delivers lasting business value.

Our partnership with Anthropic gives our teams access to leading-edge Claude technology and puts us at the forefront of enterprise AI adoption. Together with our ServiceNow expertise, it lets us bring agentic AI, intelligent automation, and industry-specific workflows to clients in insurance, financial services, and beyond.

NewRocket has been awarded the “2024 BEST Award,” “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF),” “2023 ServiceNow Worldwide Customer Workflow Partner of the Year,” and “2023 ServiceNow Creator Workflow Partner of the Year.”

We #GoBeyondWorkflows to create new kinds of experiences for our customers. Come join our Crew!

The Role

NewRocket is a global team of ServiceNow professionals who help our customers run and grow their ServiceNow environments. We are hiring a ServiceNow Business Process Architect to lead process design for Financial Services Operations (FSO) programs at large insurance and financial services clients. You'll anchor engagements in FSO and work across related product lines including Customer Service Management (CSM) and Field Service Management (FSM).

As a Business Process Consultant, you will be the bridge between the business and the platform. You bring a strong understanding of how insurers operate, from policy servicing to claims to customer service, and the techno-functional depth to turn that knowledge into future-state processes that run on ServiceNow. You will lead discovery workshops, map current and future-state processes, drive fit-to-standard decisions against out-of-the-box FSO capabilities, and partner with Solution Architects and Software Engineers to make sure what gets built delivers measurable business value.

We will provide support and guidance to get you up to speed on some of the most amazing projects! We provide official ServiceNow training so you can achieve multiple certifications. We will set expectations for what success looks like, then let you use your skills and experience to come up with innovative solutions that achieve customer goals.

We are #GoingBeyond. Come join our Crew!

What You Will Be Doing

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

• Lead discovery workshops to understand customer operations across 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, guiding customers toward out-of-the-box capabilities and minimizing unnecessary customization.

• Translate future-state processes into clear requirements, user stories, and acceptance criteria that engineering teams can build and test against.

• Partner with Solution Architects to align process design with the platform data model, integrations, and technical architecture.

• Identify opportunities to apply automation and agentic AI, including Now Assist and AI Agents, to insurance workflows.

• Define process KPIs and success measures, and support value realization after go-live.

• Support user acceptance testing, demos, training, and organizational change management activities.

• Draft and publish process documentation, playbooks, and reusable process models in the company repository.

• Collaborate with Project Managers to manage scope, prioritize the backlog, and resolve process and requirement issues.

• Demonstrate effective use of AI tools to improve productivity, accelerate decision-making, and enhance the quality of work outcomes.

• Leverage AI and emerging technologies to streamline work processes, generate insights, and drive continuous improvement.

• Research insurance and financial services industry trends to propose enhancements to NewRocket's FSO products and offerings.

What You Bring Along

• 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 how the platform is configured.

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

• Experience in the banking or insurance industry, with an understanding of core processes.

• Experience with CSM, including a fundamental understanding of the CSM data model, which FSO builds on.

• Techno-functional depth: comfortable configuring forms, workflows, and Flow Designer, and able to discuss scripting, data, and integration approaches with engineers.

• Working knowledge of the key technologies behind ServiceNow integrations, such as SSO, SAML, Web Services, LDAP, and REST, sufficient to define integration requirements.

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

• Exceptional workshop facilitation skills and the ability to influence business and IT stakeholders up to the executive level.

• Experience with Agile/Scrum methodology, including writing user stories and managing a backlog.

• Strong problem-solving skills and the 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 to process mining.

Certifications & Knowledge

The candidate must be willing and able to continue their education within the ServiceNow platform and beyond. It is expected that the candidate will complete ServiceNow competency certifications as well as module accreditations.

Required (current, or obtained within 6 months of hire)

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Implementation Specialist (CIS) in a relevant domain, with FSO or CSM preferred

Preferred

• ITIL Foundation

• ServiceNow Micro-certifications

• Business analysis or process certification (e.g., CBAP, CCBA, or Lean Six Sigma)

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [email protected].