Job Type:
Permanent
Build a brilliant future with Hiscox
About Hiscox
Hiscox is an international specialist insurer, headquartered in Bermuda and listed on the London Stock Exchange. Our purpose is simple: we give people and businesses the confidence to realise their ambitions. Guided by our values of Courage, Human, Ownership, Integrity and Connected, we continually invest in technology and innovation to improve experiences for colleagues and customers alike.
About End User Experience and App Services
The End User Experience (EUX) function exists to ensure that every colleague across Hiscox can work productively, effectively and securely through technology.
As EUX continues to evolve towards a more product-led operating model, the App Services capability will help own, configure, govern and continually improve key technology platforms that support colleague experience, operational efficiency and service management outcomes.
The primary focus of this role will be ServiceNow, Configuration Management, the CMDB and associated Configuration Item data feeds. The successful candidate may also have opportunities to build knowledge across adjacent App Services products, such as Nexthink, HappySignals and future experience management platforms, where business need and role capacity align.
The Role
Reporting to the Product Manager – EUX, and working closely with the Product Owner – Service Management Tooling & Automation, the Configuration Analyst will be responsible for the configuration, support, administration and continual improvement of ServiceNow, the CMDB and associated configuration data feeds.
The successful candidate will help ensure that configuration data is accurate, complete, well-governed and useful to Service Management processes. They will configure and maintain platform capability, support discovery and dependency data, investigate exceptions, maintain documentation, support audit requests and work with stakeholders to improve the quality and value of configuration information.
The role combines ServiceNow configuration capability, analytical thinking, data quality discipline and stakeholder engagement. It will suit someone who enjoys understanding how technology components connect, improving operational processes and helping teams make better decisions through trusted service and configuration data.
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 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.
Person Specification
Essential Experience
• Proven experience supporting, configuring or administering an IT Service Management platform, preferably ServiceNow, within a medium or large enterprise environment.
• Experience delivering configuration changes across Service Management capabilities such as request fulfilment, service catalogue, workflows, forms, reporting, knowledge or related platform features.
• Working knowledge of CMDBs and how configuration data supports Incident, Problem, Change and wider Service Management processes.
• Experience with discovery, dependency mapping or configuration data sources, such as ServiceNow Discovery, Device42, BMC Discovery or similar technologies.
• Experience working with integrations or data feeds from enterprise technology platforms, such as endpoint management, infrastructure, monitoring, observability or asset data sources.
• Experience identifying, analysing and resolving data quality, platform, configuration or integration issues.
• Experience producing reports, metrics or evidence in support of operational governance, audit or stakeholder requirements.
• Experience working with technical teams, suppliers and stakeholders to resolve operational issues and improve service outcomes.
• Practical experience working within an ITIL framework and applying service management principles.
Essential Skills and Attributes
• Strong analytical and problem-solving capability.
• Strong attention to detail and commitment to accurate, well-governed data.
• Good understanding of technology infrastructure concepts and the relationships between services, applications and components.
• Basic knowledge of networking principles.
• Ability to understand multiple infrastructure technology areas and how their components interact.
• Ability to translate business requirements into practical, supportable platform configuration.
• Ability to work in a fast-paced environment with evolving priorities and to prioritise work effectively.
• Self-motivated, confident and decisive with a practical, can-do approach to meeting business needs.
• Strong organisational, communication and stakeholder management skills.
• Good team player, able to work effectively with IT and business colleagues.
Desirable Experience
• ServiceNow certifications or module-specific ServiceNow experience, particularly CMDB, Discovery, Service Mapping, ITSM or Service Catalogue.
• Experience with Digital Employee Experience or observability platforms such as Nexthink.
• Experience with employee feedback or experience measurement platforms such as HappySignals.
• Experience with Microsoft Intune, Microsoft Entra ID, endpoint management, asset management or related data sources.
• Experience with reporting, data analysis, SQL, Power BI or automation technologies.
• Advanced ITIL v3 or ITIL 4 certification.
• Experience working in the financial services sector.
• Experience within Product Management, End User Experience, Service Operations or Service Management teams.
What Success Looks Like
Within the first 12 months, the successful candidate will:
• Develop a strong understanding of the Hiscox ServiceNow platform, CMDB, Configuration Item data feeds and key Service Management processes.
• Build trusted relationships with the Product Manager, Product Owner, Service Management teams, technical teams, suppliers and key stakeholders.
• Improve the accuracy, completeness, reliability and usefulness of configuration and dependency data.
• Deliver well-governed ServiceNow configuration changes that improve service efficiency, user experience and operational outcomes.
• Reduce recurring exceptions from discovery activity, integrations and Configuration Item data feeds through sustainable fixes and improved engagement.
• Provide reliable reports, metrics and evidence to support Service Management, audit and governance needs.
• Contribute meaningful improvement ideas to the App Services backlog and help mature the Service Management Configuration capability.
• Build awareness of adjacent App Services platforms, such as Nexthink and HappySignals, without diluting the primary focus on ServiceNow and Configuration Management.
Work with amazing people and be part of a unique culture