F2F || Local of Chicago || 15+ Years ServiceNow Workflow Design and Optimization Role || Chicago, IL || Onsite || In-person Interview
VINEET SHARMA
Please share your update resume to vineet...@pacerstaffing.com
The client is looking for a ServiceNow Business Analyst/Service Design Analyst with 4–6 years of experience who has strong expertise in ServiceNow ITSM, workflow design and optimization, Service Catalog, Flow Designer, and Service Portal. The candidate should have hands-on experience gathering business requirements, conducting stakeholder workshops, creating user-friendly workflows, request forms, approval processes, and process documentation, while following ITIL best practices. They should also understand Platform Analytics, ServiceNow data model, Integration Hub, REST/SOAP APIs, and ITSM integrations. Experience with Agile/Scrum (Jira, Confluence), customer-focused service design, and the ability to improve existing processes and automate workflows are essential. Local to Chicago (or willing to relocate) is required, along with the ability to attend an in-person interview.
Job Title: Service Design Analyst (ServiceNow Workflow
Design and Optimization)
Location: - Chicago, IL ( Need only Local candidate to
Chicago & relocation is also acceptable)
Duration: 6 months
Interview: In-person Interview
ROLE_DESCRIPTION
ServiceNow Workflow Design and Optimization
Analyze Business Requirements:
Partner with service owners to understand their service
delivery processes, pain points, and customer service objectives, translating
needs into clear, actionable ServiceNow workflow requirements.
Design User-Centric Workflows: Create ServiceNow 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 ServiceNow'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 ServiceNow 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 ServiceNow capabilities.
Maintain Workflow Catalog: Keep an organized inventory of ServiceNow 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 ServiceNow releases, new
features, and industry best practices, identifying opportunities to leverage
emerging capabilities for enhanced customer service.
Foster Feedback Culture: Actively solicit feedback from service owners and
recipients, creating channels for continuous input and demonstrating
responsiveness to user needs.
Cross-Functional Collaboration:
Partner with Technical Teams: Work closely with ServiceNow 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 owners to ensure workflows align with organizational standards,
compliance requirements, and governance frameworks.
Support Change Management: Facilitate smooth transitions when implementing new
workflows or process changes, including communication planning, training
delivery, and adoption support. "
SKILLS_REQUIRED
Job Requirements
3-5 years of business analysis experience, with 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)
EXPERIENCE_RANGE_IN_REQUIRED_SKILLS
"3-5 years of business analysis experience, with 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) "
DESIRABLE_SKILLS
Knowledge and Skills
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, 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
Hands-on experience with ServiceNow Service Catalog, Flow Designer, and Service
Portal configuration
Experience building ITSM workflows with Virtual Agent, and experience with
NowAssist preferred
Understanding of ServiceNow data model, workflow architecture, and integration
capabilities
Familiarity with ServiceNow reporting, dashboards, and performance metrics
Strong facilitation and interviewing skills to uncover needs, clarify
ambiguity, and build stakeholder alignment. 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
Genuine passion for helping others, solving problems, and creating positive
experiences for users at all technical skill levels
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) "
KEYWORDS
ServiceNow Workflow Design and Optimization, Experience with ITSM and ITIL
processes and best practices, and experience with ServiceNow ITSM
Role Descriptions:
someone who is familiar
with Platform Analytics| can quickly discover and learn our current setup
design | and can connect the underlying data with ITSM platform capabilities to
produce the necessary deliverables
Essential Skills: Strong ITSM platform knowledge along with rich ITIL process
awareness and \ Strong Integration knowledge including but not limited to
Integration hub| API and rest and SOAP based custom integrations into ITSM
modules
Desirable Skills:
Skills: Business Analysis | ServiceNow | IT Service
Management
Experience Required: 4-6
Thank You!
Vineet Kumar Sharma
Senior Recruitment Consultant
Email ID: vineet...@pacerstaffing.com
New LinkedIn 1: linkedin.com/in/vineetshr
Old LinkedIn 2: linkedin.com/in/vineetrpo
HQ: Pottstown, PA, 19464 | Web: pacerstaffing.com
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
