Configuration Analyst

Hiscox

. Configure, support and administer ServiceNow in line with platform standards, governance expectations and business requirements .

Posted 10/27/2026full-timeLisbon • PortugalMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in configuring and administering ServiceNow and CMDBs, ensuring accurate data management and integration across IT Service Management processes. Strong analytical skills and attention to detail support effective problem-solving and operational governance.

Highest-signal resume keywords

ServiceNow Configuration ManagementCMDB ManagementITIL Framework ApplicationData Integration and AutomationReporting and Data Analysis

ATS Keywords

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Hard Skills

ServiceNow AdministrationConfiguration Management Database (CMDB)Data IntegrationSQLPower BIAutomation TechnologiesIncident ManagementProblem ManagementChange ManagementService Catalogue Management

Soft Skills

Analytical Problem-SolvingAttention to DetailOrganizational SkillsCommunication SkillsStakeholder Management

Tools & Technologies

ServiceNow DiscoveryDevice42BMC DiscoveryMicrosoft IntuneMicrosoft Entra IDNexthinkHappySignalsObservability ToolsEndpoint Management SolutionsData Feeds

Certifications & Qualifications

ITIL v3 CertificationITIL 4 CertificationServiceNow Certifications

Industry Keywords

IT Service ManagementFinancial ServicesDigital Employee ExperienceService OperationsProduct Management

Tech Stack

Tools & technologies

ITSMServiceNowSQL

About the role

Key responsibilities & impact

Configure, support and administer ServiceNow in line with platform standards, governance expectations and business requirements
Deliver configuration changes across ServiceNow capabilities, including forms, catalogues, workflows, automation, reporting, knowledge, data models and supporting platform features
Investigate system issues and configuration defects, determine root causes and implement sustainable resolutions
Document, test, approve and release configuration changes through agreed change and governance processes
Identify, record and maintain critical configuration data for services, applications, infrastructure and technology components
Maintain accurate configuration information within ServiceNow, the CMDB and associated Configuration Item data feeds
Support discovery and dependency mapping, including inventory scans, data feeds, reconciliation and exception management
Verify Configuration Item information from discovery, dependency mapping and integrated data sources
Support CMDB maturity as a trusted source of truth for technology components, assets and relationships
Support and maintain data integrations between ServiceNow, discovery platforms, endpoint management solutions, observability tools and other systems
Identify automation opportunities to reduce operational effort and improve process consistency
Work with technical teams on data flows, dependencies and integration issues
Highlight exceptions to infrastructure, service or platform teams
Contribute to platform adoption, user experience and service/configuration data reliability improvements
Prioritise configuration activity with the Product Manager and Product Owner
Support backlog refinement, sprint planning, delivery tracking, testing and releases
Contribute to user stories, acceptance criteria, testing approaches and release notes
Create operational reports and analyse CMDB, configuration management and platform metrics
Provide ServiceNow and CMDB information for audit, compliance and assurance requests
Perform configuration audits and maintain documentation for platform configuration, support processes, data feeds, controls and governance
Build relationships with Service Owners, technical teams, support teams, suppliers and business stakeholders
Partner with project and delivery teams on configuration processes for IT landscape changes
Provide demonstrations, guidance and knowledge-sharing sessions
Liaise with third-party suppliers and platform vendors

Requirements

What you’ll need

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
Strong analytical and problem-solving capability
Strong attention to detail and commitment to accurate, well-governed data
Good understanding of technology infrastructure concepts and 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 prioritise work effectively
Self-motivated, confident and decisive with a practical, can-do approach
Strong organisational, communication and stakeholder management skills
Good team player, able to work effectively with IT and business colleagues
ServiceNow certifications or module-specific ServiceNow experience are desirable
Experience with Digital Employee Experience or observability platforms such as Nexthink is desirable
Experience with employee feedback or experience measurement platforms such as HappySignals is desirable
Experience with Microsoft Intune, Microsoft Entra ID, endpoint management, asset management or related data sources is desirable
Experience with reporting, data analysis, SQL, Power BI or automation technologies is desirable
Advanced ITIL v3 or ITIL 4 certification is desirable
Experience working in the financial services sector is desirable
Experience within Product Management, End User Experience, Service Operations or Service Management teams is desirable

Benefits

Comp & perks

Hybrid work arrangement
Permanent employment
Opportunities to build knowledge across adjacent App Services products
Knowledge-sharing and professional development opportunities through demonstrations, guidance and knowledge-sharing sessions