ServiceNow Specialist - CSM/FSO
📋 Role Overview & Responsibilities
About ProvinitiProviniti (www.proviniti.com) is a recognized leader in providing best-of-breed technology and digital transformation solutions to global clients, with operations across US, Europe, and Asia Pacific. Proviniti has deep expertise in ServiceNow platform solutions to provide Advisory, Design, Transformation, Consulting & Implementation and Managed Services across the latest ServiceNow platform offerings and Finance Supply Chain Connected solutions. Proviniti is a global ServiceNow Consulting & Implementation (C&I), Build and MSP Ecosystem Partner. Proviniti customers include leading organizations such as Fiserv, Northern Trust, Samsung, ShopRite, and many more.
Proviniti is backed by River Capital Group Ventures, an established Private Equity firm with investments across diverse IT and NextGen platforms and innovative technologies.
About the Role
Job DescriptionAs a ServiceNow Specialist for CSM and FSO, you will drive the adoption and optimization of the ServiceNow platform, focusing on transforming customer interactions and streamlining financial operations. This role requires extensive technical expertise, a strategic vision for digital transformation, and a profound understanding of financial services. The successful candidate will deploy, customize, and manage the ServiceNow CSM module alongside implementing FSO solutions tailored to enhance service delivery and compliance within the financial sector.
ResponsibilitiesTechnical Implementation and System CustomizationImplement the ServiceNow CSM and FSO modules, including workflow configuration, UI/UX customization, and integration with internal and external systems.Architect solutions that leverage the FSO data model, focusing on customer, account, and financial product integrations.Enhance service operations using FSO capabilities such as Case Management, Knowledge Management, and Incident Management.
FSO Domain ExpertiseApply financial services workflows to ServiceNow implementations, ensuring compliance with industry standards such as KYC, AML, GDPR, and SOX.Utilize FSO's robust data model for creating integrative and transparent service processes.Configure and deploy financial service applications, ensuring they align with business needs and regulatory requirements.
Process Optimization and ManagementDevelop and optimize service delivery using automated workflows, reducing manual processes and improving response times.Manage and refine service operations, utilizing FSO's analytical tools to monitor performance and identify improvement opportunities.
Stakeholder Engagement and Project ManagementCollaborate with various stakeholders to align ServiceNow functionalities with business goals, including preparing detailed project plans and reports for executive review.Lead project teams through the full project lifecycle from requirement gathering to implementation, including budget and resource management.
Educational & Professional ExperienceBachelor’s degree in Information Technology, Computer Science, Finance, or related field.ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist – Service Management (CIS-SM), and specific training or certification in FSO implementations.Proven experience in deploying ServiceNow CSM and FSO within a financial services environment, with a strong understanding of regulatory frameworks.
SkillsAdvanced proficiency in ServiceNow platform development, including scripting and integration.Strong project management skills with experience in managing multi-disciplinary teams.Excellent analytical, problem-solving, and organizational skills.
Other QualificationsFamiliarity with ITIL processes, preferably certified.Strong communication skills, capable of effectively negotiating and influencing various stakeholders.Ability to handle complex and high-pressure situations in a dynamic environment.10-15 years experience
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