Service Design Analyst
$100,000–$120,000 year
On-siteChicago, Illinois, United States
Job Summary
Analyze business requirements with service owners to translate needs into actionable ServiceNow workflow requirements, then design user-centric workflows, catalogs, and approval processes that prioritize ease of use. Continuously evaluate deployed workflows to identify friction points, create "as-is" and "to-be" customer journey maps, and facilitate design thinking workshops to co-create prototypes. Serve as the primary point of contact for service owners, representing the voice of service recipients to ensure intuitive requests and timely fulfillment. Develop comprehensive process documentation, maintain the workflow catalog, and curate knowledge base content to empower self-service. Track key metrics like completion times and satisfaction scores to drive improvement initiatives and recommend automation opportunities. Partner with technical teams, administrators, and architects to ensure solutions are technically feasible, scalable, and aligned with ITIL processes and governance frameworks.
Required Qualifications
- 3-5 years of business analysis experience
- at least 2 years focused on ServiceNow platform workflows and service delivery
- Proven track record of designing and implementing ServiceNow workflows, catalogs, and forms that deliver positive user experiences
- Experience working directly with business stakeholders to gather requirements, manage expectations, and deliver solutions
- Demonstrated commitment to customer service excellence in a technical or IT service delivery environment
- Background in user experience (UX) design or human-centered design principles
- Experience with Agile/Scrum methodologies and tools (Jira, Confluence)
- Excellent, clear, direct, compelling verbal and written communication and presentation skills, including the ability to explain IT concepts and technologies to business leaders and business concepts to staff
- Strong working knowledge of ServiceNow ITSM modules (Incident, Request, Change, Problem, Knowledge)
- Experience with ITSM and ITIL processes and best practices
- Experience with ServiceNow ITSM
- Hands-on experience with ServiceNow Service Catalog, Flow Designer, and Service Portal configuration
- Experience building ITSM workflows with Virtual Agent
- Understanding of ServiceNow data model, workflow architecture, and integration capabilities
- Familiarity with ServiceNow reporting, dashboards, and performance metrics
- Proficient in translating user requirements into formal Business Requirement Documents
- Ability to manage multiple initiatives, coordinate cross-functional activities, and drive tasks to completion with minimal supervision
- Strong analytical and problem-solving skills with ability to think strategically and drive results
- Proven ability to build relationships and work effectively across technical teams, business units, and leadership levels—particularly in partnership-based working models
- Meticulous approach to workflow logic, form design, and documentation to ensure accuracy and usability
- Knowledge of methodologies like Agile, Scrum, and Kanban, as well as design thinking principles
- Experience with prototyping, wireframing, and requirements management tools (e.g., Jira, Miro)
- Bachelor's degree (4-year degree)
- 5-7 years of relevant experience
Desired Qualifications
- experience with ServiceNow ITSM and experience with ServiceNow ITSM
- experience with SIAM in complex service ecosystems to achieve improved efficiency, accountability, and service quality, by ensuring a holistic approach to service delivery and integration
- experience building ITSM workflows with Virtual Agent, and experience with NowAssist preferred
- Genuine passion for helping others, solving problems, and creating positive experiences for users at all technical skill levels
- Strong facilitation and interviewing skills to uncover needs, clarify ambiguity, and build stakeholder alignment
- Ability to manage multiple initiatives, coordinate cross-functional activities, and drive tasks to completion with minimal supervision
- Meticulous approach to workflow logic, form design, and documentation to ensure accuracy and usability
- Knowledge of methodologies like Agile, Scrum, and Kanban, as well as design thinking principles
- Experience with prototyping, wireframing, and requirements management tools (e.g., Jira, Miro)
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