Service Now & AI Ops Specialist

Job Description

We will be reviewing CVs after this date: 17/03/2025.

Location

This role is based out of our Deansgate Manchester office. We have a hybrid working model of 3 days together and 2 days wherever.

Due to the nature of the work, you will need to be elegible for security clearance.

Why this job matters

The role of Software Engineering Specialist role is to design, lead and implement significant technical solutions that will help transform our internal and/or external customers.

Take ownership of a solution, including design, implementation, unit and component testing, and preparation for the solution deployment. This role is critical in keeping Secure Platforms functioning efficiently for our secure customers, who rely on BT to manage their critical networks and infrastructure.

What you’ll be doing

1. You will already be an SME for Service Now – and you will be bringing these skills to an experienced team.
2. Increase and develop AI Ops capabilities within existing ServiceNow development team
3. You will be a lead SME for Service Now AI Ops development within the Secure Platforms team
4. Requirements capture with Stakeholders, understanding the value propositions and delivering upon them through AI Ops
5. Design and Build of Application based upon requirements
6. Make modifications to existing code or develop completely new modules of moderate complexity
7. Provide updates and estimates during the development and deployment cycle
8. Update design and support documentation
9. Work collaboratively with other teams to solve problems
10. Perform onboarding functions to enable smooth and effective transition of new contracts onto the platform.
11. Ensure the prompt resolution of incidents, keeping the customer informed throughout and informing your colleagues / manager as appropriate.
12. As required, produce an executive summary of major incidents keeping senior management informed of the progress of key customer impacting incidents.
13. Identify cost saving opportunities within an application (e.g. Vendor, License, Waste).
14. Identify and document risks, making line manager or Application lead aware, and continue to assist with resolution. Validate submitted risks into the risk register, and own risk entry.

Skills and Experience

Must have

• Service Now experience and certification
• AI Ops development experience
• Software Engineering experience

Further skills

• Ability to deliver solutions aligned to quality, time, cost and agreed standards
• Demonstrable problem-solving capability in complex technical environments
• Experience engaging with internal customers and third-party suppliers
• Comfortable providing structured status reporting and updates to senior management
• Knowledge of and adherence to best practice guidelines

Benefits

• Annual On target bonus 10% (personal and company multipliers)
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• Life Assurance
• Direct share scheme
• Exclusive colleague discounts on our latest and greatest BT broadband packages50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
• My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
• Discounted EE TV including TNT Sport and the NOW Entertainment membership
• Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 25 days annual leave (not including bank holidays), increasing with service with buy holiday option
• Volunteering days so you can give back to your local community
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

Our leadership standards

Looking in:
- Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
- Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
- Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
- Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
- Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
- Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.