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HUB International · 1 day ago

Business Analyst

Chicago, IL

Full-time

Hybrid

Mid Level

$125K/yr - $135K/yr

3+ years exp

HUB International is a global insurance and employee benefits broker seeking a ServiceNow Business Analyst. This role serves as a bridge between service owners and the ServiceNow platform, focusing on designing and optimizing workflows to enhance customer service experiences.

Financial ServicesInsuranceInsurTechRisk Management

Hiring Manager

Stephen Trimble

Responsibilities

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

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

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

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

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

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

Qualification

ServiceNow platform knowledgeBusiness analysis experienceUser experience designAgile/Scrum methodologiesServiceNow ITSM modulesITIL processesCommunication skillsFacilitation skills

Required

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)

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

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