ServiceNow Business Analyst

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.

At HUB International, the Service Now Business Analyst serves as a vital bridge between service owners, service recipients, and the Service Now platform—translating business needs into streamlined workflows that deliver exceptional customer service experiences. This role combines deep Service Now 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 Tech Ops and the broader organization of regional leaders and change champions, this position ensures Service Now 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.

• Analyze Business Requirements:
  Partner with service owners to understand their service delivery processes, pain points, and customer service objectives, translating needs into clear, actionable Service Now workflow requirements.
• Design User-Centric Workflows:
  Create Service Now 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 Service Now 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 Service Now capabilities.
• Maintain Workflow Catalog:
  Keep an organized inventory of Service Now 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 Service Now releases, new features, and industry best practices, identifying opportunities to leverage emerging capabilities for enhanced customer service.

• Partner with Technical Teams:
  Work closely with Service Now 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…