Key Responsibilities
ServiceNow Configuration & Platform Delivery
Configure, support and administer ServiceNow in line with platform standards, governance expectations and business
requirements.
Deliver configuration changes across relevant ServiceNow capabilities, including forms, catalogues, workflows, automation,
reporting, knowledge, data models and supporting platform features.
Investigate system issues and configuration defects, determine root cause and implement sustainable resolutions.
Ensure configuration changes are appropriately documented, tested, approved and released in line with agreed change and
governance processes.
Build practical expertise in ServiceNow capability and how it connects to the wider Hiscox technology ecosystem.

CMDB, Discovery & Configuration Data Quality
Assist with the identification, recording and maintenance of critical data for services, applications, infrastructure and
technology components.
Maintain an accurate baseline of configuration information within ServiceNow, the CMDB and associated Configuration Item
data feeds.
Support discovery and dependency mapping activity, including inventory scans, data feeds, reconciliation activity and
exception management.
Verify that Configuration Item information collected from discovery, dependency mapping and integrated data sources is
accurate, complete and appropriately maintained.
Support the continued maturity of the CMDB as a trusted source of truth for Hiscox technology components, assets and
relationships.

Integrations, Automation & Operational Improvement




Support and maintain data integrations between ServiceNow, discovery platforms, endpoint management solutions,
observability tools and other relevant technology systems.
Identify opportunities to automate manual activity, reduce operational effort and improve process consistency through
platform configuration and workflow automation.
Work with technical teams to understand data flows, dependencies and integration issues that affect Configuration
Management and Service Management outcomes.
Highlight exceptions arising from discovery activity, integrations or Configuration Item data feeds to the teams responsible
for the relevant infrastructure, service or platform.
Contribute to improvements that increase platform adoption, improve user experience and enhance the reliability of service
and configuration data.

Product, Backlog & Agile Delivery
Work with the Product Manager EUX and Product Owner Service Management Tooling & Automation to prioritise
configuration activity against business value, risk, operational need and strategic objectives.
Support backlog refinement, sprint planning, delivery tracking, testing and release activities.
Contribute to user stories, acceptance criteria, testing approaches and release notes where required.




Use platform data, stakeholder feedback and operational insight to identify improvements for the continual improvement
backlog.
Support controlled delivery of new functionality, enhancements and process improvements across Service Management
Configuration and related App Services products.

Reporting, Audit & Governance
Create and run operational reports in line with stakeholder requirements.
Collect, analyse and report CMDB, configuration management and platform metrics as required.
Provide Configuration Item, ServiceNow and CMDB information in support of audit, compliance and assurance requests.
Perform configuration audits to check that IT inventory information remains compliant, consistent and aligned to agreed
standards.
Maintain accurate documentation for platform configuration, support processes, data feeds, controls and governance
activity.

Stakeholder Engagement & Knowledge Sharing
Build robust working relationships with Service Owners, technical teams, support teams, suppliers and business
stakeholders.
Partner with project and delivery teams to ensure configuration processes account for changes being introduced into the IT
landscape.
Provide demonstrations, guidance and knowledge-sharing sessions for new or changed platform functionality where
appropriate.
Liaise with third-party suppliers and platform vendors where required.
Act as a trusted contributor on ServiceNow configuration, CMDB, data quality, discovery and Service Management tooling
best practice.

📌 Servicenow (India)
🏢 TRIGENT SOFTWARE PRIVATE
📍 India