Service Design Analyst

ABOUT US

At HUB International we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals families and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn grow and make a difference. Our structure enables our teams to maintain their own unique regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is a global insurance and employee benefits broker providing a boundaryless array of business insurance employee benefits risk services personal insurance retirement and private wealth management products and services. With over $5 billion in revenue and almost 20000 employees in 600 offices throughout North America HUB has grown substantially in part due to our industry leading success in mergers and acquisitions

The Opportunity

At HUB International theService DesignAnalyst serves as a vital bridge between service owners service recipients and the ServiceNow platformtranslating 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 designoptimize 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 serviceobjectives 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.

• OptimizeExisting Processes: Continuously evaluate deployed workflows toidentifyfriction points bottlenecks and opportunities for improvementimplementing enhancements that elevate the customer experience.

• Configure Platform Capabilities: Leverage ServiceNows 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 toidentifyopportunities 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 tovalidateconcepts.

Stakeholder Partnership and Customer Service Excellence

• Serve as ServiceNow Advocate: Act as the primary point of contact for service ownersseekingto 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 tosubmit status is transparent and fulfillment istimely.

• 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 complianceusing data to drive improvement initiatives.

• IdentifyAutomation 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 practicesidentifyingopportunities toleverageemerging 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 technicallyfeasibleand 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:Facilitatesmooth 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

• Proventrack recordof 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 ensuringa holistic approachto service delivery and integration

• Hands-on experience with ServiceNow Service Catalog Flow Designer and Service Portal configuration

• Experiencebuilding ITSM workflows with Virtual Agent and experience withNowAssistpreferred

• 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 withabilityto think strategically and drive results.

• Proven ability to build relationships and work effectively across technical teams business units and leadership levelsparticularly 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 TEAM

Do 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 joinHUB 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 $ 100000 to $120000 and will be impacted by factors such as the successful candidates skills experience and working location as well as the specific positions 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 addition eligible annual bonuses equity and commissions may be available for some positions.