Business Analyst

ServiceNow Business Analyst – Commercial Insurance (Contract) 📍 Guildford / London, UK | 💼 6-Month Contract | 🏢 Hybrid Competitive Market Rates (Inside IR35) About the Role Our client, a top global organization, is seeking a skilled ServiceNow Business Analyst to join their digital transformation initiative for a leading player in the commercial insurance sector. You’ll work on cutting-edge Customer Service Management (CSM) programs, translating underwriting and renewal workflows into scalable ServiceNow solutions. This role offers the opportunity to influence key customer journeys, integrate with core insurance systems, and deliver measurable business outcomes such as reduced handling times and improved agent experience. Key Responsibilities • Lead discovery workshops to capture business requirements, user stories, and acceptance criteria for CSM use cases (underwriting, mid-term adjustments, renewals). • Map current vs. target customer journeys across channels and integrations, defining measurable outcomes. • Provide functional design guidance for Case, Task, Assignment, SLAs, Entitlements, Playbooks, Knowledge, and Virtual Agent intents. • Support data modeling, table/relationship definitions, and leverage Data Fabric for coherent customer, policy, and account data sharing. • Define integration requirements for core insurance systems, mailboxes, inbound document processing, Data Lake, and security platforms. • Capture dashboard and reporting requirements to monitor operations, workloads, and performance metrics. • Assist configuration for workload and assignment rules based on skills, capabilities, and business priorities. • Design Agent Workspace layouts, playbooks, guided decisions, knowledge search, and next-best-action functionality to optimize handling times and FCR. • Define KPIs, metrics, and reporting requirements (CSAT/NPS, AHT, backlog, aging, SLA compliance, leakage, cycle time). • Maintain product backlog, prioritize requirements, drive UAT, and ensure adherence to platform governance and compliance standards. • Contribute to change management activities including training materials, release notes, and adoption plans. • Ensure privacy, consent, auditability, and regulatory alignment (GDPR, HIPAA where relevant, state insurance regulations). Essential Skills & Experience • Deep Commercial Insurance domain knowledge: new business, endorsements, renewals, and servicing. • Hands-on expertise with ServiceNow CSM: Case management, SLAs, Knowledge, Virtual Agent, Playbooks, Portals. • Strong understanding of workflow and Data Fabric for unified customer/policy data. • Experience with integrations using Integration Hub, MID Server, REST/SOAP APIs, event/webhooks. • Skilled in process and BA techniques: BPMN/UML, user stories, acceptance criteria, backlog management, UAT planning. • Analytics and reporting experience: KPI definition, dashboards, Performance Analytics, AHT, FCR, CSAT/NPS, SLA compliance. • Knowledge of compliance and security: data privacy, auditability, SSO, OAuth, roles/ACLs. • Excellent stakeholder management and client-facing communication skills, with the ability to lead workshops and collaborate across business and IT teams. If this is relevant to you, please apply with your CV and we will be in touch.