ServiceNow Design Analyst (10+ years exp)
Chicago, IL
Contract
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.
Â
—
