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ServiceNow
Required
TRCI-26-04669
ServiceNow FSO/CSM Functional Business Analyst (Scams & Complaints)
Contract role in Bulgaria for a senior (12–15 years) ServiceNow functional Business Analyst/Functional Consultant to lead discovery and requirements for Scams Management and Complaints Resolution. The consultant will run stakeholder workshops, translate objectives into user stories/functional specs/process flows, and design compliant workflows mapped to ServiceNow FSO and CSM. The role requires strong financial services domain knowledge (complaints/disputes/scams), UAT facilitation, and alignment with regulatory/privacy guidelines (e.g., ASIC RG 165, Privacy Act 1988), working closely with architects and delivery teams in Agile/Scaled Agile environments.
Position summary
- Location
- Bulgaria
- Workplace
- On-site
- Employment
- Contract
- Experience
- Minimum 12 years and Maximum 15 years
Role overview
Why This Role Matters.
Contract role in Bulgaria for a senior (12–15 years) ServiceNow functional Business Analyst/Functional Consultant to lead discovery and requirements for Scams Management and Complaints Resolution. The consultant will run stakeholder workshops, translate objectives into user stories/functional specs/process flows, and design compliant workflows mapped to ServiceNow FSO and CSM. The role requires strong financial services domain knowledge (complaints/disputes/scams), UAT facilitation, and alignment with regulatory/privacy guidelines (e.g., ASIC RG 165, Privacy Act 1988), working closely with architects and delivery teams in Agile/Scaled Agile environments.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
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ServiceNow FSO
Required
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Financial Services Operations
Required
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ServiceNow CSM
Required
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Customer Service Management
Required
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User Stories
Required
07
BRD
Required
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Functional Specification
Required
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Process Flows
Required
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UAT
Required
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Agile
Required
12
Scaled Agile
Required
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Program Increment
Required
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Jira
Required
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CI/CD
Required
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Automation
Required
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BDD
Required
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ASIC RG 165
Required
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Privacy Act 1988
Required
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Data Governance
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
12+ years experience as Business Analyst/Functional Consultant in ServiceNow ecosystem
ServiceNow FSO (Financial Services Operations) functional knowledge and implementation experience
ServiceNow CSM (Customer Service Management) functional knowledge
Requirements elicitation and analysis (discovery workshops, stakeholder interviews)
Documentation: BRDs, user stories, functional specifications, process flows
Workflow/process design for complaint intake, investigation, resolution, escalation
Mapping business requirements to ServiceNow modules; identifying OOTB gaps and proposing solutions
Stakeholder management; bridging business and technical teams
UAT facilitation and acceptance criteria validation
Financial services domain knowledge: complaints management, dispute resolution, scams management
Regulatory/privacy/data governance awareness (ASIC RG 165; Privacy Act 1988 mentioned)
Agile delivery familiarity (e.g., Jira)
Preferred
Nice to Have
Scaled Agile delivery (iterative, Program Increment-based)
Modern QE practices: CI/CD embedded automation, BDD
ServiceNow certifications: CSA (preferred)
ServiceNow certifications: CAD (preferred)
ServiceNow CIS-CSM (preferred)
Experience with Australian financial regulations and client complaint resolution frameworks
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for ServiceNow FSO/CSM Functional Business Analyst (Scams & Complaints)
One page, about two minutes. We only ask for what we actually need to have a first conversation.