ServiceNow CSM Business Analyst - Insurance Ops Optimization

Avance Consulting; Guildford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading consultancy firm in Guildford is seeking a Business Analyst specializing in ServiceNow Customer Service Management. The ideal candidate will possess strong expertise in the Commercial insurance domain and be responsible for translating underwriting workflows into scalable solutions. Key responsibilities include leading requirements gathering workshops, mapping customer journeys, and defining functional designs for Case management and other ServiceNow features. Strong communication and collaboration skills are essential to work with various stakeholders in this dynamic role.

Qualifications

• Deep knowledge of P&C processes—new business, endorsements, renewals, servicing.
• Experience with ServiceNow CSM functionalities.
• Hands-on with Integration Hub, MID Server, REST/SOAP.

Responsibilities

• Lead discovery workshops to capture business requirements.
• Map current vs. target customer journeys.
• Define functional designs for ServiceNow configurations.

Skills

Insurance Domain Expertise

ServiceNow CSM

Workflow & Data Fabric

Integrations

Process & BA Toolkit

Analytics

Compliance & Security

Stakeholder Management

Job description

A leading consultancy firm in Guildford is seeking a Business Analyst specializing in ServiceNow Customer Service Management. The ideal candidate will possess strong expertise in the Commercial insurance domain and be responsible for translating underwriting workflows into scalable solutions. Key responsibilities include leading requirements gathering workshops, mapping customer journeys, and defining functional designs for Case management and other ServiceNow features. Strong communication and collaboration skills are essential to work with various stakeholders in this dynamic role.