Careers · ServiceNow & Banking sector

ServiceNow Financial Services Operations Specialist (FSO)

FSO · Banking sector · Servicing workflows

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Your role

From manual banking processes to orchestrated journeys

You connect banks’ operations to ServiceNow workflows: account opening, complaints, disputes, service requests. You turn manual, siloed processes into orchestrated, traceable and compliant journeys.

You work on client engagements in the banking sector to configure and deploy Financial Services Operations (FSO) on ServiceNow. You model banking servicing processes, you configure FSO playbooks and data model, you align workflows with regulatory requirements and you support business teams through adoption. You work remotely, in direct contact with the client’s business analysts, architects and compliance teams. This role suits an intermediate profile (2 to 5 years) who is autonomous on platform configuration and wants to specialize in banking workflows.

Main responsibilities

  • ›Configure and deploy Financial Services Operations modules (servicing, complaints, disputes, onboarding).
  • ›Model banking servicing processes with playbooks and Process Automation Designer.
  • ›Configure the FSO data model and business objects (party, product, account) to fit client needs.
  • ›Design and deploy workflows with Flow Designer and App Engine following best practices.
  • ›Align processes with regulatory requirements and expected audit trails.
  • ›Integrate FSO with the client’s core systems (core banking, CRM, customer records) through APIs and integrations.
  • ›Document configurations, modeled processes and business rules.
  • ›Support and train business and support teams in using the delivered journeys.

What you bring

  • ✔Hands-on experience configuring ServiceNow (Flow Designer, App Engine, data model)
  • ✔Understanding of banking processes (servicing, complaints, disputes, account opening)
  • ✔Knowledge of the Financial Services Operations product or another industry-oriented ServiceNow product (CSM, FSM)
  • ✔Ability to translate a regulated business need into platform configuration
  • ✔Awareness of compliance and traceability requirements specific to the financial sector
  • ✔Ability to explain a workflow to non-technical business teams
  • ✔Autonomy in a remote setting and a collaborative approach with client teams

Desired certifications

🎓 Required or in progress

ServiceNow Certified System Administrator (CSA), ServiceNow CIS-Customer Service Management (CSM).

🎓 An asset

Financial Services Operations micro-certifications, App Engine, ITIL 4 Foundation.

Expected deliverables

  • ›Servicing processes configured and validated with the client
  • ›Documented and operational FSO playbooks and workflows
  • ›FSO data model adapted to the client context
  • ›Documented and tested integrations with core systems
  • ›Compliance matrix linking workflows to regulatory requirements
  • ›Knowledge transfer documentation and training material

Ready to orchestrate banking workflows?

Apply now

Required experience

ServiceNow Platform (2-4 years)

Advanced. Data model, Flow Designer, App Engine, ACLs and implementation best practices.

Financial Services Operations (1-3 years)

Intermediate to advanced. Servicing, complaints, disputes, onboarding modules and FSO data model.

Banking processes (2-4 years)

Advanced. Banking servicing, customer journeys, sector compliance requirements.

Process modeling (2-3 years)

Intermediate. Playbooks, Process Automation Designer, mapping of business journeys.

Integrations (1-3 years)

Intermediate. REST, APIs, exchanges with core banking, CRM and customer record systems.

Compliance and regulation (1-3 years)

Intermediate. Audit trails, traceability, requirements specific to the financial sector.

ITSM / service management (1-3 years)

Intermediate. Understanding of the service processes that structure servicing.

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