Service Design Analyst

Service Design Analyst

At HUB International, the Service Design 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 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.

Primary Responsibilities and Activities

• 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.
• Configure Platform Capabilities:
  Leverage Service Now'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 Excellence

• 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.
• 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 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.
• 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 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 Service Now releases, new features,…