Software Engineering Professional - ServiceNow

Job Description

Recruiter: Seema Shivakumar

Hiring Manager: Abhijit Banerjee

Career Grade: E

About the role

• Specific business area: BT Business
• Impact of the role: Technical development in customer migration and new product launch into BT strategic stack
• Link to strategy: Legacy consolidation and strategic system adoption.

What you’ll be doing

· Platform Knowledge: Strong understanding of the ServiceNow data model (tables, fields, relationships).
· Web Technologies: Familiarity with HTML, CSS, XML, and JSON
· Integrations: Expertise in implementing integrations using REST APIs.
· Core Modules: Knowledge of ITSM (IT Service Management), ITOM (IT Operations Management), and CSM (Customer Service Management).
· Development Tools: Experience with Flow Designer, IntegrationHub, UI Builder, Playbooks and Workflow Editor
· Scripting: Advanced proficiency in JavaScript for both server-side (Business Rules, Script Includes) and client-side (Client Scripts, UI Policies) scripting.
· Nice to Have: Service Bridge/ Service Exchange hands on experience or knowledge on how it works

Essential Skills / Experience

· Experience: 2+ years in IT with design, and development.
· Implementations: Proven track record in at least 2–6+ large-scale, enterprise-level ServiceNow implementations.
· Technical Skills: ServiceNow Platform modules (ITSM, ITOM, CSM, CMDB, CSDM), Advanced Scripting (JavaScript, Glide API), and Integrations (REST/SOAP, MID Server, OAuth).

· Key Skills Required:
Solutioning: Excellent client-facing skills, workshop facilitation, and ability to translate business requirements into technical blueprints, scalable solution aligning with OOTB.
Governance: Proficiency in defining coding standards (best practices), design patterns (guardrails), and platform governance.
Methodology: Strong knowledge of Agile (Scrum/Kanban) and DevOps methodologies.

Desirable Skills / Experience

• Required/Preferred: Certified System Administrator (CSA) and Certified Application Developer (CAD).
• Nice to have: Certified Implementation Specialist (CIS) certifications in ITSM or CSM are a plus
• Coding Experience: Scripting (JavaScript, Glide), Flow Designer, Integration Hub, and REST/SOAP APIs.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.