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 strong 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 current 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
📍 India