The OpportunityAt HUB International, the Service Design Analyst serves as a vital bridge between service owners, service recipients, and the ServiceNow platform-translating business needs into streamlined workflows that deliver exceptional customer service experiences. This role combines deep ServiceNow platform knowledge with strong analysis skills and a passion for customer satisfaction to design, optimize, and support workflows that make IT service delivery intuitive, efficient, and responsive. Working across TechOps and the broader organization of regional leaders and change champions, this position ensures ServiceNow serves as an enabling platform that empowers service owners to deliver their services effectively while providing service recipients with seamless, user-friendly experiences that meet their needs the first time, every time.
Primary Responsibilities and Activities ServiceNow Workflow Design and Optimization
- Analyze Business Requirements: Partner with service owners to understand their service delivery processes, pain points, and customer service objectives, translating needs into clear, actionable ServiceNow workflow requirements.
- Design User-Centric Workflows: Create ServiceNow workflows, catalogs, request forms, and approval processes that prioritize ease of use, clarity, and efficiency for both service providers and service recipients.
- Optimize Existing Processes: Continuously evaluate deployed workflows to identify friction points, bottlenecks, and opportunities for improvement-implementing enhancements that elevate the customer experience.
- Configure Platform Capabilities: Leverage ServiceNow's native functionality (Flow Designer, Catalog Items, Service Portal, notifications, UI policies) to build solutions that require minimal custom development while maximizing user satisfaction.
- Create and analyze "as-is" and "to-be" customer journey maps, service blueprints, and process flow diagrams to identify opportunities for improvement.
- Facilitate design thinking workshops to co-create and test new service concepts and prototypes. This includes working with design teams on wireframes and clickable prototypes to validate concepts.
Stakeholder Partnership and Customer Service Excellence
- Serve as ServiceNow Advocate: Act as the primary point of contact for service owners seeking to onboard new services or improve existing ones, providing guidance, best practices, and hands-on support throughout the lifecycle.
- Champion the End User Experience: Represent the voice of service recipients in all workflow design decisions, ensuring requests are intuitive to submit, status is transparent, and fulfillment is timely.
- Facilitate Requirements Gathering: Lead workshops, interviews, and collaborative sessions with stakeholders to elicit detailed requirements, build consensus, and ensure solutions meet diverse user needs.
- Deliver Exceptional Support: Provide responsive, empathetic, and solution-oriented support to both service owners managing their workflows and users navigating the platform, treating every interaction as an opportunity to enhance satisfaction.
Documentation and Knowledge Management
- Create Clear Documentation: Develop comprehensive process documentation, user guides, and training materials that enable service owners and recipients to confidently use ServiceNow capabilities.
- Maintain Workflow Catalog: Keep an organized inventory of ServiceNow workflows, including ownership, purpose, SLAs, and integration points, ensuring transparency and supportability.
- Build Knowledge Base Content: Create and curate knowledge articles, FAQs, and how-to guides that empower users to self-serve and reduce dependency on direct support.
Continuous Improvement and Innovation
- Monitor Workflow Performance: Track key metrics such as request completion times, user satisfaction scores, abandonment rates, and SLA compliance-using data to drive improvement initiatives.
- Identify Automation Opportunities: Proactively recommend workflow enhancements, automation, and integration opportunities that reduce manual effort and improve service delivery speed and quality.
- Stay Current on Platform Capabilities: Keep abreast of ServiceNow releases, new features, and industry best practices, identifying opportunities to leverage emerging capabilities for enhanced customer service.
- Foster Feedback Culture: Actively solicit feedback from service owners and recipients, creating channels for continuous input and demonstrating responsiveness to user needs.
Cross-Functional Collaboration
- Partner with Technical Teams: Work closely with ServiceNow administrators, developers, and architects to ensure business requirements are technically feasible and solutions are sustainable and scalable.
- Coordinate with Process Owners: Collaborate with ITSM, GRC, IAM, and other process owners to ensure workflows align with organizational standards, compliance requirements, and governance frameworks.
- Support Change Management: Facilitate smooth transitions when implementing new workflows or process changes, including communication planning, training delivery, and adoption support.
Job Requirements - 3-5 years of business analysis experience, with at least 2 years focused on ServiceNow platform workflows and service delivery
- Proven track record of designing and implementing ServiceNow workflows, catalogs, and forms that deliver positive user experiences
- Experience working directly with business stakeholders to gather requirements, manage expectations, and deliver solutions
- Demonstrated commitment to customer service excellence in a technical or IT service delivery environment
- Background in user experience (UX) design or human-centered design principles
- Experience with Agile/Scrum methodologies and tools (Jira, Confluence)
Knowledge and Skills - Excellent, clear, direct, compelling verbal and written communication and presentation skills, including the ability to explain IT concepts and technologies to business leaders and business concepts to staff.
- Strong working knowledge of ServiceNow ITSM modules (Incident, Request, Change, Problem, Knowledge)
- Experience with ITSM and ITIL processes and best practices, and experience with ServiceNow ITSM
- Experience with SIAM in complex service ecosystems to achieve improved efficiency, accountability, and service quality, by ensuring a holistic approach to service delivery and integration
- Hands-on experience with ServiceNow Service Catalog, Flow Designer, and Service Portal configuration
- Experience building ITSM workflows with Virtual Agent, and experience with NowAssist preferred
- Understanding of ServiceNow data model, workflow architecture, and integration capabilities
- Familiarity with ServiceNow reporting, dashboards, and performance metrics
- Strong facilitation and interviewing skills to uncover needs, clarify ambiguity, and build stakeholder alignment. Proficient in translating user requirements into formal Business Requirement Documents
- Ability to manage multiple initiatives, coordinate cross-functional activities, and drive tasks to completion with minimal supervision
- Genuine passion for helping others, solving problems, and creating positive experiences for users at all technical skill levels
- Strong analytical and problem-solving skills with ability to think strategically and drive results.
- Proven ability to build relationships and work effectively across technical teams, business units, and leadership levels-particularly in partnership-based working models
- Meticulous approach to workflow logic, form design, and documentation to ensure accuracy and usability
- Knowledge of methodologies like Agile, Scrum, and Kanban, as well as design thinking principles
- Experience with prototyping, wireframing, and requirements management tools (e.g., Jira, Miro)
JOIN OUR TEAMDo you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join
HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.
The expected salary range for this position is $ 100,000 to $120,000 and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position's business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HAS and 401(k) accounts, paid-time-off benefits such as vacation, sick, personal, floating holidays and company holidays. In addition, eligible annual bonuses, equity and commissions may be available for some positions.
Department Information Technology
Required Experience: 5-7 years of relevant experience
Required Travel: Negligible
Required Education: Bachelor's degree (4-year degree)
