Customer and Industry Workflows Specialist Solution Consultant

This is a ServiceNow Customer and Industry Workflows Specialist Solution Consultant (FSI) role with ServiceNow based in Melbourne, VIC, AU
== ServiceNow ==

Role Seniority - mid level

More about the ServiceNow Customer and Industry Workflows Specialist Solution Consultant (FSI) role at ServiceNow

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

Join a High-Performing Team and Make a Lasting Impact

Are you a driven and passionate professional looking to make a significant impact on customer experience? We're seeking a talented Servicenow Customer & Industry Workflows Specialist Solution Consultant to join our dynamic team in Australia.

As a Specialist Solution Consultant, with expertise in the FSI, you'll play a pivotal role in driving customer success by delivering innovative solutions that address complex business challenges. You'll work closely with clients to understand their needs, recommend tailored solutions, and ensure their ongoing satisfaction.

Solution Consulting: Conduct in-depth discovery workshops with financial services institutions across Australia and New Zealand, including banks, insurers, superannuation funds, and wealth managers, to understand their business workflows, regulatory requirements, and digital transformation priorities. Recommend the right ServiceNow solutions to streamline service operations, support risk and compliance initiatives, and enhance customer and employee experience.

Product Demonstrations: Deliver compelling demonstrations of ServiceNow's Customer & Industry Workflows, showing how they address 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.

Customer Relationships: 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.

Strategic Programs: Support strategic initiatives like front-to-back digitisation, AI-assisted service operations, straight-through processing, and conduct risk reduction—always tying these to measurable outcomes like faster time-to-yes, reduced manual effort, or improved customer satisfaction.

Product Feedback: Provide actionable insights to product management based on the unique 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.

Team Collaboration: Share FSI solution patterns, artefacts, and playbooks with the broader Solution Consulting team to build collective capability and accelerate regional deal velocity.

Market Insights: Stay current on ANZ FSI industry trends – such as regulatory compliance shifts, open finance, AI governance, and digital transformation programs – and help position ServiceNow as a differentiated partner in the industry.

Qualifications

Why Join Us:

Career Growth: We invest in your professional development with opportunities for training, certifications, and career advancement.

Impactful Work: Your work will directly contribute to our clients' success as they navigate a changing financial services landscape.

Competitive Compensation: Enjoy a competitive salary, bonus structure, and comprehensive benefits package.

Collaborative Culture: Work alongside a talented and supportive team that values innovation and collaboration.

Autonomy and Challenge: You'll have the opportunity to solve complex problems and influence outcomes at major FSI institutions.

Qualifications To be successful in this role you have:

To be successful in this role you have:

· 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 in leveraging or critically thinking about how to integrate AI into workflows and decision-making – for example, through 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 (particularly 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.

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Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, 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. 

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Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the ServiceNow team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities

• Conducting discovery workshops
• Delivering product demonstrations
• Building customer relationships

Key Strengths

• Deep domain expertise in financial services
• Experience in leveraging AI
• Excellent communication and presentation skills
• Familiarity with ServiceNow platform
• Strong pipeline and territory management skills
• ServiceNow certifications

Why ServiceNow is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with ServiceNow not with Hatch.

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