Service Design Analyst; ServiceNow BA)
Listed on 2026-09-02
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IT/Tech
IT Business Analyst, IT Consultant, Systems Analyst, Business Systems & Technology Analysis
Service Design Analyst
Must-Haves:
• 3-5+ years of Business Analysis experience
• Minimum 2 years working directly with Service Now workflows and service delivery
• Experience designing and implementing Service Now workflows, catalogs, and forms
• Strong Service Now 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
Plusses:
• Experience with Service Now 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 wire framing experience
Day-to-Day:
• Partner with service owners to gather requirements and improve service delivery workflows
• Design and optimize Service Now workflows, catalogs, forms, and approval processes
• Create customer journey maps, service blueprints, and process flow documentation
• Facilitate stakeholder workshops and requirements gathering sessions
• Configure Service Now 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
Job Description:
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 Service Now platform, helping design intuitive workflows and service experiences that improve efficiency and customer satisfaction. The ideal candidate will have a strong understanding of Service Now 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.
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