Senior Consultant – ServiceNow Financial Services Operations (FSO)

West Monroe • Chicago, IL

18h • Hybrid

About The Position

Are you ready to make an impact? West Monroe is seeking a Senior Consultant with business and technology consulting experience to join our Platforms & Customer Strategy team within our Technology & Experience practice. We are looking for someone with deep expertise in ServiceNow Financial Services Operations (FSO) implementations, helping financial services clients optimize their operations, streamline workflows, and achieve business goals. As a Senior Consultant, you will work closely with clients to understand their unique business needs within the financial services industry, translate them into functional requirements, and implement ServiceNow FSO solutions that drive measurable impact for financial institutions. What You’ll Do Client Delivery & Solution Development: Exhibit deep knowledge of ServiceNow Customer Service Management and Financial Services Operations modules (e.g., Client Lifecycle Operations, Loan Operations, Payment Operations) and their application to financial services processes. Collaborate with team members and client functional leads to support technical workstream planning, advisory, and execution. Serve on client delivery teams bringing solutions to life via configuration and development, structuring and managing your own work and the work of others according to project workplans. Identify opportunities for process improvements and automation, leveraging ServiceNow capabilities to optimize financial workflows and reduce operational inefficiencies. Support production deployments, go-live activities, and provide ongoing support for ServiceNow FSO implementations. Internal Contributions: Stay current with ServiceNow product updates, enhancements, and industry trends to provide cutting-edge solutions tailored to financial services clients. Model and mentor junior-level consultants in personifying West Monroe values with clients, on project teams, and within individual relationships. Support recruiting, interviewing, and selecting campus and experienced new hire consultants. Contribute to thought leadership efforts, including the development of white papers, case studies, and presentations related to ServiceNow solutions. What You’ll Bring Bachelor’s degree or equivalent experience required. ServiceNow Certified Implementation Specialist – Customer Service Management required. ServiceNow Financial Services Operations Banking and Wealth Professional Suite Certification is strongly preferred. ServiceNow Certified Administrator (CSA), Application Developer (CAD), or other ServiceNow Mainline certifications are a plus. 3-5 years of ServiceNow consulting experience, with a focus on Financial Services Operations (preferred) or Customer Service Management (required). Hands-on configuration experience with ServiceNow Customer Service Management and Financial Services Operations modules (e.g., Client Lifecycle Operations, Loan Operations, Payment Operations). Proficiency in developing integrations and working with APIs. Previous experience delivering ServiceNow implementations, including requirements gathering, configuration, testing, deployment, and ongoing support. Experience with Agile methodologies is a plus. Demonstrated success providing professional services within the financial services industry , including Banking, Insurance, Private Equity, or other related sectors. A commitment to inclusion and diversity, and openness to new ideas and perspectives. Ability to travel up to 50%. If you are within 50 miles of one of our office locations the role is hybrid (2x per week in office). You must be eligible to work in the United States without requiring sponsorship now or in the future. Based on pay transparency guidelines, the salary range for this role can vary based on your proximity to one of our West Monroe offices (see table below). Information on our competitive total rewards package, including our bonus structure and benefits is here . Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity. Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses. Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year. Eligibility for ten weeks of paid parental leave will also be available upon hire date. Seattle or Washington, D.C. $127,800 — $150,200 USD Los Angeles $133,800 — $157,300 USD New York City or San Francisco $139,800 — $164,500 USD A location not listed above $121,600 — $143,000 USD Other consultancies talk at you. At West Monroe, we work with you. We’re a global business and technology consulting firm passionate about creating measurable value for our clients, delivering real-world solutions. The combination of business and technology is not new, but how we bring them together is unique. We’re fluent in both. We know that technology alone is not the answer, but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come. At West Monroe, we zero in on the heart of the opportunity, getting to results faster and preparing people for what’s next. You’ll feel the difference in how we work. We show up personally. We’re right there in the room with you, co-creating through the challenges. With West Monroe, collaboration isn’t a lofty promise, but a daily action. We work together with you to turn vision into clear action with lasting impact. West Monroe is an Equal Employment Opportunity Employer We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law. To learn more about diversity, equity and inclusion at West Monroe, visit www.westmonroe.com/inclusion . If you require a reasonable accommodation to participate in our recruiting process, please inquire by sending an email to [e-mail] . Please review our current policy regarding use of generative artificial intelligence during the application process . If you are based in California, we encourage you to read West Monroe’s Notice at Collection for California residents, provided pursuant to the California Consumer Privacy Act (CCPA) and linked here .

Requirements

• Bachelor’s degree or equivalent experience required.
• ServiceNow Certified Implementation Specialist – Customer Service Management required.
• 3-5 years of ServiceNow consulting experience, with a focus on Financial Services Operations (preferred) or Customer Service Management (required).
• Hands-on configuration experience with ServiceNow Customer Service Management and Financial Services Operations modules (e.g., Client Lifecycle Operations, Loan Operations, Payment Operations).
• Proficiency in developing integrations and working with APIs.
• Previous experience delivering ServiceNow implementations, including requirements gathering, configuration, testing, deployment, and ongoing support.
• Demonstrated success providing professional services within the financial services industry , including Banking, Insurance, Private Equity, or other related sectors.
• A commitment to inclusion and diversity, and openness to new ideas and perspectives.
• Ability to travel up to 50%.
• You must be eligible to work in the United States without requiring sponsorship now or in the future.

Nice To Haves

• ServiceNow Financial Services Operations Banking and Wealth Professional Suite Certification is strongly preferred.
• ServiceNow Certified Administrator (CSA), Application Developer (CAD), or other ServiceNow Mainline certifications are a plus.
• Experience with Agile methodologies is a plus.

Responsibilities

• Exhibit deep knowledge of ServiceNow Customer Service Management and Financial Services Operations modules (e.g., Client Lifecycle Operations, Loan Operations, Payment Operations) and their application to financial services processes.
• Collaborate with team members and client functional leads to support technical workstream planning, advisory, and execution.
• Serve on client delivery teams bringing solutions to life via configuration and development, structuring and managing your own work and the work of others according to project workplans.
• Identify opportunities for process improvements and automation, leveraging ServiceNow capabilities to optimize financial workflows and reduce operational inefficiencies.
• Support production deployments, go-live activities, and provide ongoing support for ServiceNow FSO implementations.
• Stay current with ServiceNow product updates, enhancements, and industry trends to provide cutting-edge solutions tailored to financial services clients.
• Model and mentor junior-level consultants in personifying West Monroe values with clients, on project teams, and within individual relationships.
• Support recruiting, interviewing, and selecting campus and experienced new hire consultants.
• Contribute to thought leadership efforts, including the development of white papers, case studies, and presentations related to ServiceNow solutions.

Benefits

• Employees (and their families) are covered by medical, dental, vision, and basic life insurance.
• Employees are able to enroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses.
• Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year.
• Eligibility for ten weeks of paid parental leave will also be available upon hire date.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level