ServiceNow Functional Consultant FSO/CSM

Role Overview

We are seeking a highly skilled ServiceNow FSO Functional Consultant to join our team. In this role, you will serve as the primary bridge between client’s business stakeholders and our technical delivery team. You will be responsible for leading requirement gathering workshops, mapping complex complaint resolution lifecycles to ServiceNow FSO/CSM capabilities, and ensuring that the final solution directly addresses the regulatory and operational needs of the client. You will work in close partnership with the ServiceNow Architect to translate business strategy into actionable functional specifications.

Key Responsibilities

·  Requirement Elicitation & Analysis

·  Lead discovery workshops with Client stakeholders to understand the nuances of the Scams Management and Complaints Resolution lifecycle.

·  Articulate and document business requirements, transforming high-level objectives into detailed user stories, functional specifications, and process flows.

·  Identify gaps between out-of-the-box ServiceNow FSO functionality and specific Client business processes, proposing solutions to bridge these gaps.

·  Functional Design & Mapping

·  Design scalable, compliant, and efficient workflows for complaint intake, investigation, resolution, and escalation.

·  Map business requirements to ServiceNow modules (FSO, CSM), ensuring data integrity and alignment with ASIC RG 165 and other relevant regulatory guidelines.

·  Collaborate with the Architect to ensure functional designs are technically feasible and align with the platform’s architectural roadmap.

·  Stakeholder Collaboration

·  Act as the central point of contact for business users, maintaining clear and consistent communication throughout the project lifecycle.

·  Collaborate closely with the delivery team, providing functional guidance during the development, testing, and deployment phases.

·  Facilitate UAT (User Acceptance Testing) sessions, ensuring the delivered product meets defined acceptance criteria and business expectations.

·  Regulatory & Domain Expertise

·  Leverage your understanding of financial services operations, specifically scam and dispute resolution, to advise on best practices within the ServiceNow ecosystem.

·  Ensure all workflows adhere to privacy and data governance standards (e.g., Privacy Act 1988, Client complaint resolution framework).

Qualifications

·  Experience:

·  12+ years of experience as a Business Analyst, Functional Consultant, or similar role within the ServiceNow ecosystem.

·  Proven track record of delivering ServiceNow FSO (Financial Services Operations) implementations.

·  Deep understanding of the financial services domain, with prior experience in complaint management, dispute resolution, or scams management processes.

·  Skills:

·  Expert in requirement gathering, documentation (BRDs, User Stories, Process Flows), and workshop facilitation.

·  Strong functional knowledge of ServiceNow FSO and CSM modules.

·  Ability to simplify complex business processes into clear, technical requirements for developers and architects.

·  Excellent stakeholder management skills, with the ability to bridge the gap between non-technical business users and technical delivery teams.

·  Familiarity with Agile development methodologies and tools (e.g., Jira).

·  Experience with Scaled Agile (Iterative, Program Increment based delivery) as well as modern QE engineering practices (CI/CD embedded Automation, Behavioural Driven Development etc).

·  Education & Certifications:

·  Bachelor’s degree in Business, Information Technology, or a related field.

·  ServiceNow Certified System Administrator (CSA) -Preferred

·  ServiceNow Certified Application Developer (CAD) - Preferred

·  ServiceNow Certified Implementation Specialist – CSM (CIS-CSM) -Preferred

·  Desired: Experience with Australian financial regulations (e.g., ASIC, Client frameworks).