Product Owner

Job Type:

• 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.

·    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.

·    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.

·    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 Owners, Service Management teams and support functions to improve adoption, usability and consistency of ServiceNow processes and experiences.

·    Use platform data, stakeholder feedback and operational insight to identify recurring pain points, improvement opportunities and adoption barriers.

·    Promote simple, supportable and well-governed platform configuration that improves colleague experience and reduces operational effort.

·    Act as a trusted partner for stakeholders across Service Management, EUX, App Services, technology teams, suppliers and business functions.

·    Facilitate clear decision-making around priorities, scope, trade-offs, dependencies and expected outcomes.

·    Communicate product direction, delivery status, risks and decisions clearly to both technical and non-technical audiences.

·    Lead product conversations across internal teams and third-party suppliers, ensuring delivery activity remains focused on agreed business outcomes.

·    Provide demonstrations, release updates and knowledge-sharing sessions to support successful adoption of new or changed capability.

·    Ensure ServiceNow and related tooling changes are delivered in line with agreed governance, change, testing, security and compliance expectations.

·    Maintain clear product documentation, decision records, requirements, acceptance criteria and release notes where required.

·    Support audit, assurance and reporting activity by ensuring product decisions, platform changes and backlog priorities are traceable and well documented.

·    Work with support and technical teams to investigate recurring issues, prioritise sustainable fixes and reduce operational risk.

·    Contribute to the maturity of App Services as a product-led capability, including improved intake, prioritisation, roadmap management and delivery governance.

·    Where required, take Product Ownership responsibility for adjacent App Services products such as Nexthink and HappySignals.

·    Identify opportunities to use Digital Employee Experience, observability and colleague feedback tooling to improve service quality and colleague experience.

·    Work with EUX and operational teams to connect insights from ServiceNow, Nexthink, HappySignals and other platforms into meaningful improvement activity.

·    Ensure adjacent products have clear ownership, appropriate stakeholder engagement, defined value outcomes and a manageable delivery backlog.

·    Proven Product Ownership experience in a technology, service management, enterprise systems or platform delivery environment.

·    Experience owning or managing a product backlog, including intake, refinement, prioritisation, sizing, delivery planning and acceptance criteria.

·    Experience working with IT Service Management tooling in a medium or large enterprise environment. ServiceNow experience is highly preferred, but experience with any ITSM platform is essential.

·    Practical understanding of ITSM processes such as Incident, Request, Change, Problem, Knowledge, Service Catalogue or related service management capabilities.

·    Experience working with technical delivery teams, analysts, platform administrators, suppliers and business stakeholders to deliver improvements.

·    Experience using Agile principles and delivery practices, including backlog refinement, sprint planning, delivery tracking, testing and release activity.

·    Experience translating business requirements, user needs and operational pain points into clear, deliverable product outcomes.

·    Experience managing competing stakeholder priorities and making transparent trade-offs based on value, risk, effort and strategic alignment.

·    Strong analytical and problem-solving capability, with the ability to understand complex processes and turn ambiguity into actionable delivery work.

·    Strong communication, facilitation and stakeholder management skills, including the ability to influence across technical and non-technical audiences.

·    Clear understanding of Product Ownership responsibilities, including backlog health, value management, story quality and outcome-focused delivery.

·    Ability to prioritise effectively in a fast-paced environment with evolving business needs and finite delivery capacity.

·    Strong attention to detail and commitment to clear documentation, governance and traceability.

·    Commercial and pragmatic mindset, able to balance user experience, delivery effort, risk, controls and long-term platform sustainability.

·    Confidence to lead product conversations, challenge constructively and make recommendations based on evidence and business value.

·    Collaborative, self-motivated and accountable, with a practical can-do approach to improving service outcomes.

·    Hands-on experience with ServiceNow, particularly ITSM, Employee Center, Service Catalogue, Knowledge, workflows, reporting or platform administration.

·    ServiceNow certifications or module-specific ServiceNow training.

·    Experience with Digital Employee Experience or observability platforms such as Nexthink.

·    Experience with employee feedback or experience measurement platforms such as HappySignals.

·    Experience working with CMDB, Configuration Management, discovery, dependency mapping or Configuration Item data.

·    Experience with reporting, data analysis, dashboards, Power BI or operational metrics.

·    ITIL v3 or ITIL 4 certification, or equivalent practical experience applying service management principles.

·    Experience working in financial services or another regulated environment.

Within the first 12 months, the successful candidate will:

·    Develop a strong understanding of the Hiscox ServiceNow platform, ITSM processes, stakeholder landscape and App Services operating model.

·    Establish a clear and trusted intake, refinement and prioritisation rhythm for ServiceNow and related product demand.

·    Create and maintain a transparent product roadmap and healthy backlog that balances strategic improvement, operational need, adoption and risk reduction.

·    Build strong relationships with the Product Manager, Configuration Analyst, Service Management teams, technical teams, suppliers and key stakeholders.

·    Deliver measurable improvements to ServiceNow usability, adoption, colleague experience, reporting, workflow efficiency or governance.

·    Improve the quality of product artefacts, including user stories, acceptance criteria, release notes, decision records and stakeholder communications.

·    Help mature App Services as a product-led capability by improving ownership, prioritisation, delivery discipline and stakeholder confidence.

·    Build awareness of adjacent App Services products, including Nexthink and HappySignals, and identify where they can support better colleague experience and service outcomes.