ServiceNow Product Owner

Hiscox Insurance Company; Lisboa; On-site; EUR 55,000 - 85,000; Full time

Job summary

Hiscox Insurance Company in Portugal is seeking a Product Owner for IT Service Management Tooling to shape, prioritise and drive continual improvement across the ServiceNow platform and related App Services products. You will own the day-to-day backlog and translate strategy into deliverable user stories, coordinating with analysts, engineers, and stakeholders to maximise business value.

With strong Product Ownership discipline and ITSM experience, you will partner with Service Management and

Qualifications

• Experience owning ITSM/backlog for platform tooling.
• Strong collaboration with analysts, engineers and stakeholders.
• ServiceNow experience preferred; Employee Center experience valued.

Responsibilities

• Own and refine the ServiceNow backlog and prioritise work.
• Translate strategy into user stories and acceptance criteria.
• Collaborate with Configuration, Service Management and App Services teams to improve adoption and governance.
• Drive adoption and governance of ServiceNow across ITSM processes.
• Support delivery planning, testing, release planning and change communications.

Skills

Product Ownership

IT Service Management

ServiceNow

Stakeholder Management

Backlog Refinement

Tools

Nexthink

HappySignals

ITSM tooling

Job description

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, govern and continually improve key technology platforms that support colleague experience, operational efficiency and service management outcomes.

The App Services portfolio includes ServiceNow as the primary IT Service Management platform, with opportunities to shape adjacent colleague experience products such as Nexthink, HappySignals and future experience management capabilities where business need and product maturity align.

The Role

Reporting to the Product Manager - EUX, the Product Owner - IT Service Management Tooling will be responsible for shaping, prioritising and driving continual improvement across Hiscox's ServiceNow platform and related App Services products. The role owns the day-to-day product backlog and supports the translation of strategic direction, stakeholder need and operational insight into clear, valuable and deliverable outcomes.

The successful candidate will work from roadmap definition and intake through to refinement, prioritisation, sizing, allocation of work and delivery follow-through. They will partner closely with the Configuration Analyst, Service Management teams, technical colleagues, suppliers and business stakeholders to improve adoption, strengthen governance and ensure ServiceNow continues to enable high-quality service management outcomes across Hiscox.

This role will suit someone who combines strong Product Ownership discipline with practical ITSM experience, excellent stakeholder management and a continuous improvement mindset. ServiceNow and Employee Center experience is highly preferred, while experience with any enterprise ITSM tooling is essential.

Role focus

• - Own and manage the ServiceNow product backlog, ensuring the right work is refined, prioritised and ready for delivery.
• - Turn roadmap themes, stakeholder demand and operational insight into clear user stories, acceptance criteria and delivery outcomes.
• - Work closely with Configuration, Service Management and App Services colleagues to improve adoption, usability, governance and business value.
• - Potentially extend Product Ownership across adjacent App Services products, including Nexthink and HappySignals.

Key Responsibilities

Product Strategy, Roadmap and Value Management

• - Own and maintain the product roadmap for IT Service Management tooling, with ServiceNow as the primary platform focus.
• - Translate strategic priorities, service management needs and user feedback into a prioritised backlog of enhancements, fixes and continuous improvement activity.
• - Define and communicate product objectives, outcomes and success measures, ensuring the backlog remains aligned to business value, risk, user experience and operational need.
• - Assess new demand through structured intake, clarifying business outcomes, feasibility, dependencies, sizing assumptions and prioritisation options.
• - Support a value-focused approach to technology delivery, balancing colleague experience, control, resilience, adoption and efficient use of delivery capacity.

Backlog Ownership, Refinement and Delivery

• - Own the ServiceNow backlog and ensure work is appropriately captured, refined, prioritised, estimated and ready for delivery.
• - Create and refine user stories, acceptance criteria, business rules and delivery requirements in partnership with analysts, engineers, configuration specialists and stakeholders.
• - Lead refinement, prioritisation and sizing conversations, ensuring delivery teams have the required context to allocate and progress work effectively.
• - Coordinate allocation of prioritised work across delivery resources, making trade-offs transparent and escalating decisions where required.
• - Track delivery progress, manage dependencies and support testing, release planning, change communications and adoption activity.

ServiceNow Platform Ownership and Adoption

• - Drive continual improvement of ServiceNow capabilities across ITSM processes, service catalogue, request fulfilment, workflow, knowledge, reporting and Employee Center where applicable.
• - Partner with the Configuration Analyst to ensure platform changes consider CMDB, Configuration Item data, dependency mapping, reporting, governance and data quality impacts.
• - Work with Service Owner