ServiceNow FSO/CSM Process Architect – Insurance & FS

Newrocket; Vista (CA); On-site; USD 120,000 - 165,000; Full time

Job summary

NewRocket is seeking a seasoned ServiceNow Business Process Consultant to lead FSO programs for large insurance and financial services clients. You will anchor engagements in FSO and collaborate across CSM and FSM, bridging business and platform teams to design future-state processes that deliver measurable value.

You will guide discovery workshops, map current-to-future state processes, and drive fit-to-standard decisions while partnering with solution architects and engineers.

Qualifications

• 8–12 years in business process consulting, with some time at a consulting firm, SaaS/PaaS provider, or enterprise software
• 3+ years of ServiceNow platform experience with functional and working technical understanding
• Experience designing and delivering ServiceNow Financial Services Operations (FSO) processes and solutions
• Experience in banking or insurance with understanding of core processes
• CSM data model familiarity and how FSO builds on it
• Techno-functional depth: configuring forms, workflows, and Flow Designer; discuss scripting, data, and integrations with engineers
• Exposure to ServiceNow AI capabilities such as Now Assist and AI Agents, or process mining

Responsibilities

• Serve as the primary business process contact for FSO programs with insurance and financial services stakeholders
• Lead discovery workshops across policy servicing, claims, billing inquiries, and customer service
• Map current and future-state processes; drive fit-to-standard decisions for FSO, CSM, FSM
• Translate future-state processes into requirements, user stories, and acceptance criteria for engineering
• Align process design with platform data model, integrations, and architecture with Solution Architects
• Identify opportunities to apply automation and AI in insurance workflows and define KPIs

Skills

Business process consulting

ServiceNow

Workshop facilitation

Agile/Scrum

Backlog management

Tools

ServiceNow Platform

Flow Designer

Visio

Lucidchart

Job description

NewRocket is seeking a seasoned ServiceNow Business Process Consultant to lead FSO programs for large insurance and financial services clients. You will anchor engagements in FSO and collaborate across CSM and FSM, bridging business and platform teams to design future-state processes that deliver measurable value.

You will guide discovery workshops, map current-to-future state processes, and drive fit-to-standard decisions while partnering with solution architects and engineers.