Role description: Need a Business Analyst specializing in ServiceNow Customer Service Management (CSM) with strong Commercial insurance domain expertise . This role partners with business and technology stakeholders to translate Underwriting and renewal workflow business process into scalable ServiceNow solution. You will lead requirements, process design, and configuration guidance, ensuring seamless customer journeys, integrations with core insurance systems, and measurable business outcomes (reduced handling times etc).Key responsibilities:1. Requirements & Process Design: Lead discovery workshops to capture business requirements, user stories, and acceptance criteria for CSM use cases (Underwriting - new business and Mid term adjustments and renewal workflows ). 2. Customer Journeys: Map current vs. target journeys across channels, sources and integrations and define measurable outcomes. 3. CSM Configuration Guidance: Define functional designs for Case, Task, Assignment, SLAs, Entitlements, Playbooks, Knowledge, and Virtual Agent intents. 4. Workflow & Data Fabric: Specify support in creation of data models, tables, relationship definitions, and Data Fabric usage for coherent data sharing (customers, policies, accounts). 5. Integrations & Data Exchange: Author integration requirements (API contracts, payloads, error handling) for core insurance platforms and other integrations (mailboxes, inbound document processing , Data Lake, Security etc.) 6. Dashbaording Enablement: Capture requirements to define Dashboards and various operation matrices/reports using the work cases assigned and task load on various teams. 7. Create and assignment based on skills and Rules: Capture requirements and help tech team configure to create and assign Workflows/tasks based on personal skill , capability, workload and business rules8. Agent Experience: Design Agent Workspace layouts, playbooks, guided decisions, knowledge search, and next-best-action to improve handle times and FCR. 9. Data & Reporting: Define KPIs/metrics and build reporting requirements (CSAT/NPS, AHT, backlog, aging, SLA compliance, leakage, cycle time). 10. Governance & Quality: Maintain product backlog, prioritize business, drive UAT, traceability, and ensure adherence to platform and data governance. 11. Change Management: Contribute to training materials, release notes, and adoption plans (agents, adjusters, brokers, back-office). 12. Risk & Compliance: Ensure privacy, consent, auditability, and regulatory alignment (GDPR, HIPAA for health, state insurance regulations).Key skills/knowledge/experience:• Insurance Domain Expertise: Deep knowledge of P&C processes—new business , endorsements, renewals, servicing • ServiceNow CSM: Case management, SLAs, Knowledge, Virtual Agent, Playbooks, Portals.• Workflow & Data Fabric: Data modeling, relationships, record lifecycle, Flow Designer, and leveraging Data Fabric for unified customer/policy data.• Integrations: Hands-on with Integration Hub, MID Server, REST/SOAP, event/webhooks; experience defining APIs with integrating systems.• Process & BA Toolkit: BPMN/UML, user stories, acceptance criteria, backlog management, prioritization, UAT planning, and functional documentation.• Analytics: KPI definition, dashboard specs, Performance Analytics; AHT, FCR, CSAT/NPS, SLA compliance.• Compliance & Security: Data privacy, consent, audit requirements; SSO, OAuth, role/ACL design.• Stakeholder Management: Strong communication, facilitation, and collaboration with underwriting, policy servicing, and IT teams
Read Less
