Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the design and implementation of ServiceNow solutions for customer service in insurance.
- Company: Join a forward-thinking insurance company focused on innovation and customer experience.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Why this job: Make a real difference by improving customer journeys and streamlining processes in the insurance sector.
- Qualifications: Experience in ServiceNow CSM and a strong understanding of the insurance domain required.
- Other info: Collaborative environment with a focus on continuous learning and career advancement.
The predicted salary is between 36000 - 60000 £ per year.
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 processes into scalable ServiceNow solutions. 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:
- 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).
- Customer Journeys: Map current vs. target journeys across channels, sources and integrations and define measurable outcomes.
- CSM Configuration Guidance: Define functional designs for Case, Task, Assignment, SLAs, Entitlements, Playbooks, Knowledge, and Virtual Agent intents.
- Workflow & Data Fabric: Specify support in creation of data models, tables, relationship definitions, and Data Fabric usage for coherent data sharing (customers, policies, accounts).
- 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.).
- Dashboarding Enablement: Capture requirements to define Dashboards and various operation matrices/reports using the work cases assigned and task load on various teams.
- 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 rules.
- Agent Experience: Design Agent Workspace layouts, playbooks, guided decisions, knowledge search, and next-best-action to improve handle times and FCR.
- Data & Reporting: Define KPIs/metrics and build reporting requirements (CSAT/NPS, AHT, backlog, aging, SLA compliance, leakage, cycle time).
- Governance & Quality: Maintain product backlog, prioritize business, drive UAT, traceability, and ensure adherence to platform and data governance.
- Change Management: Contribute to training materials, release notes, and adoption plans (agents, adjusters, brokers, back-office).
- 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.
ServiceNow Business Analyst in Guildford employer: Avance Consulting
Contact Detail:
Avance Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ServiceNow Business Analyst in Guildford
✨Tip Number 1
Network like a pro! Reach out to folks in the insurance and ServiceNow space on LinkedIn. Join relevant groups, attend webinars, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Showcase your skills! Create a portfolio that highlights your experience with ServiceNow CSM and any relevant projects you've worked on. This can be a game-changer during interviews, as it gives you a chance to demonstrate your expertise in a tangible way.
✨Tip Number 3
Prepare for those interviews! Research common questions for Business Analysts in the insurance domain and practice your responses. Be ready to discuss how you’ve tackled challenges in previous roles, especially around process design and stakeholder management.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals like you. Plus, applying directly can sometimes give you an edge over other candidates. So, get your application in and let’s make some magic happen!
We think you need these skills to ace ServiceNow Business Analyst in Guildford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of ServiceNow Business Analyst. Highlight your experience with Customer Service Management and the insurance domain, showcasing how you've tackled similar challenges in the past.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific projects where you've led requirements and process design, and how you’ve improved customer journeys.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use examples from your previous work to show how you’ve used ServiceNow CSM, data modelling, and integrations to achieve measurable outcomes. We love seeing real-world applications!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Avance Consulting
✨Know Your ServiceNow Inside Out
Make sure you brush up on your ServiceNow CSM knowledge. Understand the key features like case management, SLAs, and playbooks. Be ready to discuss how you've used these in past projects, especially in the context of the insurance domain.
✨Master the Insurance Domain
Since this role requires deep knowledge of P&C processes, be prepared to talk about your experience with underwriting, renewals, and servicing. Think of specific examples where you've improved workflows or customer journeys in a similar setting.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical problems related to customer service management. Practice articulating your thought process on how you would lead discovery workshops or define functional designs for various use cases.
✨Showcase Your Stakeholder Management Skills
This role involves collaboration with various teams, so be ready to share examples of how you've effectively communicated and facilitated discussions between business and technology stakeholders. Highlight any successful projects where you managed expectations and drove outcomes.
