Customer and Industry Workflows Specialist Solution Consultant

Join to apply for the ServiceNow Customer and Industry Workflows Specialist Solution Consultant (FSI) role at ServiceNow. This role is based in Australia and focuses on delivering Customer & Industry Workflows solutions for financial services across ANZ.

• Conduct in-depth discovery workshops with financial services institutions across Australia and New Zealand to understand business workflows, regulatory requirements, and digital transformation priorities. Recommend ServiceNow solutions to streamline service operations, support risk and compliance initiatives, and enhance customer and employee experience.
• Deliver compelling demonstrations of ServiceNow's Customer & Industry Workflows, addressing FSI-specific use cases such as complaint handling, loan and claims servicing, onboarding and KYC, agent assist in contact centres, and front-to-back process orchestration.
• Build trusted relationships with ANZ financial services customers and ecosystem partners (consulting firms, system integrators, platform vendors) to support long-term success and account growth.
• Support strategic programs like front-to-back digitisation, AI-assisted service operations, straight-through processing, and conduct risk reduction—tying these to measurable outcomes such as faster time-to-yes, reduced manual effort, or improved customer satisfaction.
• Provide actionable product feedback to product management based on regulatory, operational, and data integration needs of the FSI sector, including inputs on open banking, regulatory reporting, and integration with core banking, claims, and policy administration systems.
• Share FSI solution patterns, artefacts, and playbooks with the broader Solution Consulting team to build collective capability and accelerate regional deal velocity.
• Stay current on ANZ FSI industry trends (e.g., regulatory compliance shifts, open finance, AI governance) and help position ServiceNow as a differentiated partner in the industry.

• Deep domain expertise in financial services, including understanding of front, middle, and back-office operations in banking, insurance, or wealth management, and familiarity with the regulatory and operational landscape in ANZ.
• Experience integrating AI into workflows and decision-making—e.g., automation of service operations, AI-generated insights for risk or compliance, or virtual agent implementations.
• 7+ years of pre-sales solution consulting experience, ideally with a focus on customer experience, operational transformation, or digital service workflows in the FSI sector.
• Familiarity with the ServiceNow platform (CSM, FSM, and Industry Workflows) or adjacent enterprise platforms used in financial services.
• Ability to articulate how ServiceNow integrates with common FSI platforms (e.g., core banking systems, insurance policy/claims platforms, KYC tools, document management systems).
• A collaborative mindset with experience engaging product management, marketing, partners, and professional services.
• Excellent communication and presentation skills, able to engage both technical and business stakeholders—from contact centre managers to Chief Operating Officers.
• Strong pipeline and territory management skills across ANZ; ability to travel across the region as required.
• ServiceNow certifications or related technology certifications preferred.

• Competitive salary, bonus structure, and comprehensive benefits package.
• Opportunities for training, certifications, and career advancement.
• Collaborative culture with a talented and supportive team.
• Autonomy to solve complex problems and influence outcomes at major FSI institutions.

• Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and location. ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
• Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
• Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
• Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.