ServiceNow Business Analyst

Job Description

DescriptionABOUT 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 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

The OpportunityAt HUB International, the ServiceNow Business 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 business 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 ActivitiesServiceNow Workflow Design and OptimizationAnalyze 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 ExcellenceServe 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 ManagementCreate 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 InnovationMonitor 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 CollaborationPartner with Technical Teams: Work closely with ServiceNow administrators, developers, and architects to ensure business requirements are technically feasible and solutions are sustainable and scalable.

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