Servicenow Design Analyst

The following requirement is open with our client. 

Client                                     : TCS

Title                                       : Servicenow Design Analyst

Location                               : Chicago, IL (Remote)

Duration                              : 12 Months

Rate                                       : $100/hr on W2

Relevant Experience (in Yrs.) :

Detailed Job Description:

We are seeking a highly experienced Servicenow Design Analyst.

Responsibilities:

ServiceNow Workflow Design & Optimization

·         Analyze business requirements and service delivery processes with service owners and stakeholders.

·         Design and optimize ServiceNow workflows, Catalog Items, request forms, approval processes, and service delivery processes.

·         Configure ServiceNow native capabilities including Flow Designer, Service Catalog, Service Portal, notifications, and UI Policies.

·         Evaluate existing workflows to identify bottlenecks, friction points, SLA issues, and automation opportunities.

·         Create as-is/to-be process flows, customer journey maps, and service blueprints.

·         Facilitate design-thinking workshops and collaborate on wireframes and prototypes.

Business & Stakeholder Management

·         Act as a ServiceNow advocate and primary contact for service owners onboarding or improving services.

·         Gather and document requirements through workshops, interviews, and stakeholder discussions.

·         Translate user requirements into formal Business Requirement Documents (BRDs).

·         Represent the end-user perspective when designing workflows and service experiences.

·         Manage stakeholder expectations and drive requirements through design, implementation, and adoption.

·         Provide clear communication and support to business and technical stakeholders.

ITSM & Process Management

·         Work closely with ITSM, ITIL, GRC, IAM, and other process owners.

·         Ensure workflows align with ITIL processes, organizational standards, governance, and compliance requirements.

·         Support ServiceNow ITSM processes including Incident, Request, Change, Problem, and Knowledge Management.

·         Apply ITIL, Agile, Scrum, Kanban, and service management best practices.

·         Support SIAM processes in complex service delivery environments.

Integration & Platform Analytics

·         Collaborate with ServiceNow technical teams to develop scalable and sustainable solutions.

·         Work with IntegrationHub, REST/SOAP APIs, and custom integrations across ITSM modules.

·         Understand the ServiceNow data model, workflow architecture, and integration capabilities.

·         Leverage ServiceNow Platform Analytics, reporting, dashboards, and performance metrics to identify improvement opportunities.

·         Connect underlying business/service data with ITSM platform capabilities to produce required deliverables.

Documentation & Knowledge Management

·         Create process documentation, user guides, training materials, and workflow documentation.

·         Maintain an inventory of ServiceNow workflows, ownership, SLAs, purpose, and integration points.

·         Develop and maintain Knowledge Base articles, FAQs, and self-service documentation.

·         Ensure workflow logic, forms, and documentation are accurate, usable, and maintainable.

Continuous Improvement & Automation

·         Monitor workflow performance using request completion times, SLA compliance, abandonment rates, and user satisfaction metrics.

·         Identify opportunities for automation and integration to reduce manual processes.

·         Evaluate new ServiceNow capabilities and recommend improvements.

·         Support Virtual Agent and Now Assist initiatives where applicable.

·         Gather user feedback and continuously improve service delivery and customer experience.

Key Skills:

·         3–5 years of Business Analysis experience, with at least 2 years focused on ServiceNow workflows and service delivery.

·         Strong hands-on experience designing and implementing ServiceNow workflows, catalogs, forms, and approval processes.

·         Strong ServiceNow ITSM knowledge.

·         Strong understanding of ITSM and ITIL processes and best practices.

·         Experience with ServiceNow Service Catalog, Flow Designer, and Service Portal.

·         Strong requirements gathering, stakeholder management, and BRD documentation skills.

·         Strong experience with REST/SOAP APIs and ServiceNow integrations.

·         Knowledge of IntegrationHub and custom ITSM integrations.

·         Experience with ServiceNow reporting, dashboards, Platform Analytics, and performance metrics.

·         Experience working with Agile/Scrum methodologies and tools such as Jira and Confluence.

·         Strong analytical, problem-solving, facilitation, and communication skills.

·         Experience with UX/human-centered design principles.

Thanks and Regards, 

Goutham Eluri

Technical Recruiter 

ASCII Group LLC. 

38345 W. 10 Mile Rd, Ste.#365; Farmington, MI  48335 

Office:

Email:  Website: