About The Position
NewRocket is hiring a ServiceNow Business Process Consultant to lead process design for Financial Services Operations (FSO) programs at large insurance and financial services clients, working across related product lines including Customer Service Management (CSM) and Field Service Management (FSM). The consultant serves as a bridge between business stakeholders and the ServiceNow platform, applying knowledge of insurance operations and techno-functional expertise to design future-state processes that deliver measurable business value. The role leads discovery workshops, maps current and future-state processes, guides fit-to-standard decisions using out-of-the-box FSO capabilities, and partners with Solution Architects and Software Engineers to translate designs into solutions. The consultant also identifies opportunities for automation and agentic AI, defines success measures, and supports activities such as testing, training, and change management. NewRocket provides support and guidance, official ServiceNow training, and expectations for success while allowing the consultant to develop innovative solutions for customer goals. The candidate is expected to continue their education through ServiceNow competency certifications and module accreditations.
Requirements
- 8–12 years of experience in business process consulting, business architecture, or functional solution design, with some experience at a consulting firm, SaaS/PaaS provider, or enterprise software company.
- At least 3 years of ServiceNow platform experience, with strong functional and working technical understanding of platform configuration.
- Proven experience designing and delivering ServiceNow Financial Services Operations (FSO) processes and solutions.
- Experience in banking or insurance and understanding of core industry processes.
- Experience with CSM, including a fundamental understanding of the CSM data model on which FSO builds.
- Techno-functional depth, including comfort configuring forms, workflows, and Flow Designer and discussing scripting, data, and integration approaches with engineers.
- Working knowledge of ServiceNow integration technologies including SSO, SAML, Web Services, LDAP, and REST, sufficient to define integration requirements.
- Strong process modeling skills using BPMN or similar notation and 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, 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.
- Willingness and ability to continue education in the ServiceNow platform and beyond.
- Current ServiceNow Certified System Administrator (CSA) certification, or ability to obtain it within 6 months of hire.
- Current ServiceNow Certified Implementation Specialist (CIS) certification in a relevant domain, or ability to obtain it within 6 months of hire.
Nice To Haves
- Exposure to ServiceNow AI capabilities such as Now Assist and AI Agents, or to process mining.
- ServiceNow CIS in FSO or CSM is preferred.
- ITIL Foundation certification.
- ServiceNow Micro-certifications.
- Business analysis or process certification such as CBAP, CCBA, or Lean Six Sigma.
Responsibilities
- Serve as the primary business process contact for FSO programs and represent NewRocket to insurance and financial services stakeholders.
- Lead discovery workshops covering customer operations such as 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.
- Lead fit-to-standard and fit-gap analysis, guiding customers toward out-of-the-box capabilities and minimizing unnecessary customization.
- Translate future-state processes into requirements, user stories, and acceptance criteria for engineering teams.
- 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, demonstrations, 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.
- Use AI tools and emerging technologies to improve productivity, accelerate decision-making, enhance work outcomes, streamline processes, generate insights, and drive continuous improvement.
- Research insurance and financial services trends and propose enhancements to NewRocket's FSO products and offerings.
- Continue education in the ServiceNow platform and beyond, including required competency certifications and module accreditations.
Benefits
- Official ServiceNow training and support to pursue multiple certifications.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
