Service Design Analyst

Day-to-Day:

• Partner with service owners to gather requirements and improve service delivery workflows
• Design and optimize ServiceNow workflows, catalogs, forms, and approval processes
• Create customer journey maps, service blueprints, and process flow documentation
• Facilitate stakeholder workshops and requirements gathering sessions
• Configure ServiceNow solutions using native platform capabilities
• Monitor workflow performance metrics and identify enhancement opportunities
• Build user documentation, training materials, and knowledge base content
• Advocate for end-user experience and service excellence
• Collaborate with administrators, developers, architects, and process owners
• Support workflow implementations, communications, training, and adoption efforts
• Identify automation opportunities and recommend process improvements
• Maintain workflow inventories and governance documentation, Insight Global is seeking a Service Design Analyst for a top insurance and employee benefits organization. This individual will serve as the bridge between business stakeholders and the ServiceNow platform, helping design intuitive workflows and service experiences that improve efficiency and customer satisfaction. The ideal candidate will have a strong understanding of ServiceNow ITSM, business analysis, and user-centered design principles. This role offers the opportunity to work cross-functionally with service owners, technical teams, and leadership to deliver scalable workflow solutions that enhance service delivery across the enterprise.

Must-Haves:

• 3-5+ years of Business Analysis experience
• Minimum 2 years working directly with ServiceNow workflows and service delivery
• Experience designing and implementing ServiceNow workflows, catalogs, and forms
• Strong ServiceNow ITSM knowledge (Incident, Request, Change, Problem, Knowledge)
• Experience gathering requirements and working with business stakeholders
• Hands-on experience with Service Catalog, Flow Designer, and Service Portal
• ITSM/ITIL process knowledge
• Strong documentation, facilitation, and communication skills
• Experience supporting customer-focused IT service delivery environments
• Bachelor’s Degree

Nice to Have Skills & Experience

Plusses:

• Experience with ServiceNow Virtual Agent
• Experience with Now Assist
• UX Design or Human-Centered Design background
• Agile/Scrum experience
• Experience with Jira, Confluence, or Miro
• SIAM experience in large enterprise environments
• Experience creating service blueprints, journey maps, and process flows
• Design Thinking workshop facilitation experience
• Prototyping and wireframing experience

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.