Software Engineering Professional

Job Description

Why this job matters

It shapes the ServiceNow platform to meet evolving business priorities, ensuring designs are reliable, scalable, and aligned with best practices. By embedding AI and automation, it drives smarter workflows and efficiency, while turning complex telecom and IT processes into practical solutions. Acting as a connector across architects, tech leads, and stakeholders, it strengthens collaboration and unified delivery. With clear ownership of outcomes, it builds capabilities that keep the platform adaptable and resilient as industry needs continue to change.

What you’ll be doing

• Own the solution create and architecture for ServiceNow implementations across ITSM, CSM, CMDB, and integration scenarios.
• Review and formalize create from team members, ensuring alignment with ServiceNow best practices and BT guardrails.
• Work closely with the Platform Architect on roadmap items, building new capabilities and enhancing existing modules.
• Collaborate with Tech Leads from federated squads to know their design and implementation approaches, identifying gaps or deviations.
• Provide hands on configuration and development when required, including workflows, catalog items, portals, and automation.
• Drive integration strategies with external systems (OSS/BSS, CRM, ERP, monitoring tools) using IntegrationHub, APIs, and spokes.
• Apply AI capabilities within ServiceNow and other platforms, leveraging proven experience to create intelligent workflows and automation.
• Ensure CSDM alignment, CMDB data integrity, and service mapping accuracy.
• Support platform upgrades, performance optimization, and compliance with security standards.
• Document and present solution create, reviews, and recommendations to stakeholders and leadership.

The skills you’ll need

• Strong grasp of ServiceNow fundamentals with hands on expertise in ITSM, CSM, CMDB, and integrations.
• Ability to assess, create, and review solutions independently, demonstrating ownership and accountability.
• Proficiency in Flow Designer, IntegrationHub, spokes (e.g., Jenkins, SAP, Workday), and API integrations.
• knowing of AI concepts and practical application within ServiceNow or other enterprise platforms.
• Strong methodical and problem solving skills with focus on scalable, maintainable solutions.
• Excellent communication skills to engage with stakeholders and articulate solution recommendations.
• Ability to balance hands on technical work with architectural oversight

Experience

• 4–8 years of professional experience in ServiceNow solution design and implementation.
• Proven track record of working on ITSM, CSM, CMDB, and integration projects.
• Experience in solution architecture roles, including design reviews and governance.
• Hands on exposure to IntegrationHub, Flow Designer, and API based integrations.
• Familiarity with telecom industry processes (customer service, incident/problem management, change management, asset/configuration management) – good to have.
• Demonstrated experience in applying AI capabilities within ServiceNow or other enterprise platforms.
• Strong background in stakeholder engagement, workshops, and solution documentation.

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.