ServiceNow FSO Consultant
职位概述 我们正在寻找一个经验丰富的 ServeNow 金融服务运营业务过程顾问 (BPC) 来领导金融服务客户的流程发现，解决方案设计和转型倡议。这个角色作为企业利益相关者和技术交付团队之间的桥梁，将操作需求转化为可扩展的 ServiceNow 解决方案。理想候选人结合了金融服务领域知识，流程咨询专业知识以及与 ServiceNow 平台实践熟悉。顾问将帮助客户改善银行，保险，财富管理或相关部门的客户服务，运营效率，监管合规和案例管理流程。主要责任 · 领导利益相关者面试，发现研讨会和过程绘制会议以了解业务目标，痛苦点，控制和要求。· 评估当前状态的进程并使用 ServiceNow FSO 功能和平台最佳实践来设计优化的未来工作流程。· 将业务故事转化为工艺设计，用户需求，接受标准，功能要求和解决方案文档。· 咨询客户关于金融服务案例管理，客户和家庭服务，投诉，争端，安装，文件管理和运营工作流程等 FSO 能力。· 确定简化，标准化和自动化的机会，同时减少不必要的定制性。· 在整个实施生命周期中与解决方案架构师，开发人员，产品所有者，数据团队和集成专家合作。· 保持要求可追溯性并支持后备物质优先处理，冲刺规划，设计审查和发布准备活动。· 配置或验证过程元素，如工作流程，表格，业务规则，服务级协议，分配逻辑，个人和报告要求。· 计划并支持用户接受性测试，包括测试场景，缺陷分类和商业签署。· 定义进程指标，服务级目标，仪表板和关键绩效指标。· 支持组织变革管理，培训，通信，运营模式设计和采用活动。·确保解决方案设计考虑安全性，隐私，可审核性，记录管理以及适用的金融服务控制。提供实施后的支持和建议机会。
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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 workflows.
- Identify opportunities to simplify, standardize, and automate processes while minimizing unnecessary customization.
- Partner with solution architects, developers, product owners, data teams, and integration specialists throughout the implementation lifecycle.
- Maintain requirements traceability and support backlog prioritization, sprint planning, design reviews, and release-readiness activities.
- Configure or validate process elements such as workflows, forms, business rules, service-level agreements, assignment logic, personas, and reporting requirements.
- Plan and support user acceptance testing, including test scenarios, defect triage, and business sign-off.
- Define process metrics, service-level targets, dashboards, and key performance indicators.
- Support organizational change management, training, communications, operating-model design, and adoption activities.
- Ensure solution designs account for security, privacy, auditability, records management, and applicable financial-services controls.
Provide post-implementation support and recommend opportunities for continuous improvement.
Originally posted on Himalayas