Business Process Expertise Specialist
3 days ago
We are seeking a highly skilled and experienced professional to join our team as a Financial Services Solutions Expert. In this role, you will be responsible for conducting in-depth discovery workshops with financial services institutions across Australia and New Zealand.
You will need to have deep domain expertise in financial services, including understanding of front, middle, and back-office operations in banking, insurance, or wealth management. Additionally, you should have experience integrating AI into workflows and decision-making.
Key Responsibilities- Conduct Discovery Workshops: You will conduct in-depth discovery workshops with financial services institutions to understand business workflows, regulatory requirements, and digital transformation priorities.
- Recommend ServiceNow Solutions: You will recommend ServiceNow solutions to streamline service operations, support risk and compliance initiatives, and enhance customer and employee experience.
- Demonstrate ServiceNow Capabilities: You will 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: You will 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: You will 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 Product Feedback: You will 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.
About You
- You should have 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.
- You should be familiar with the ServiceNow platform (CSM, FSM, and Industry Workflows) or adjacent enterprise platforms used in financial services.
- You should have strong pipeline and territory management skills across ANZ; ability to travel across the region as required.
- ServiceNow certifications or related technology certifications are preferred.
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