10+ years overall, 6+ years ServiceNow and demonstrable FSO implementation experience
Location : Bangalore (Preferable) / Hyderabad
Role: ServiceNow FSO Implementation Manager / Solution Lead
Location: Offshore
Domain: Banking / Financial Services, Complaints Lifecycle Management
JD
Key responsibilities
- Lead ServiceNow FSO Complaint Management implementation and solution design.
- Translate complaint-management business and regulatory requirements into ServiceNow capabilities.
- Design an end-to-end governed complaint case covering omnichannel intake, taxonomy/classification, prioritization, routing, investigation, SLAs/regulatory clocks, evidence, approvals, remediation and closure.
- Lead ServiceNow configuration, workflow and integration design across banking operations, payments/disputes, fraud, risk, compliance and legal.
- Define integration patterns with core banking, cards/payments, CRM/Customer 360, document management, fraud and analytics platforms.
- Drive requirements, architecture, fit-gap, testing, release and implementation planning.
- Ensure regulatory controls, auditability, data security and human approvals are embedded into workflows.
- Coordinate business, UX, AI, engineering and change-management workstreams.
Mandatory skills
- Strong hands-on ServiceNow FSO / Financial Services Operations
- ServiceNow Complaint/Case Management
- ServiceNow workflow/configuration/integration
- Banking or financial-services domain experience
- Regulated case management / complaints / disputes
- ITSM/ITAM and ServiceNow platform engineering
- API/integration architecture
- Strong customer-facing solution leadership