ServiceNow Platform Technical Lead

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3 days ago
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BT Group’s future will be defined by the ability of BT Digital to rapidly bring compelling, innovative ideas to market, partnering with our customers and suppliers to deliver innovative, adaptable solutions, delivered over best‑in‑class digital platforms. Digital’s role is to drive all elements of that equation, from digital innovation through platform delivery and product development, focusing on the customer. Whether it’s creating services like connected care solutions that help you track your loved ones’ wellbeing, or security apps that guard against cyber‑attacks, Digital leads BT Group’s digital transformation, driving service innovation and delivering the products and services our customers need to support their own goals fast, and  this role, you will bring together our strategy led by data and a passion for customer experience into a coherent set of goals, insights and plans in line with the company’s differentiated customer experience strategy and address major risks to service.

• Define and maintain the long‑term vision and roadmap for the Service Now platform in alignment with business and IT strategy.
• Lead the evaluation and adoption of new Service Now modules and capabilities (e.g., ITSM, ITOM, HRSD, Sec Ops, GRC, CSM, App Engine etc).
• Drive platform innovation and continuous improvement initiatives to enhance user experience and business outcomes.

• Establish and enforce platform governance, development standards, and best practices.
• Oversee platform architecture, data models, and integrations with enterprise systems.
• Ensure compliance with security, privacy, and regulatory requirements.

• Proven experience leading enterprise‑scale Service Now implementations and managing cross‑functional teams.
• Strong understanding of ITIL, Agile, and Dev Ops methodologies.
• Demonstrated ability to manage complex stakeholder relationships and drive consensus.
• Excellent communication, leadership and organisational skills.
• Inspire people to use the Continuous Improvement approach to improve People, Delivery, Quality and Cost.
• Leverages diverse and inclusive thinking to maximise the effectiveness and success of teams, policies, practices, and products.
• Growth Mindset – The belief that talent, ability and skills can be developed through a commitment to continuous learning and reflection.

• Service Now certifications:
  Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD).
• Experience with scripting (JavaScript, Glide), Flow Designer, Integration Hub, and REST/SOAP APIs.
• Hands‑on experience with Service Now CMDB data model, GEN AI, Agentic AI, ITOM, Service Bridge, CSM, ITSM, Risk Management, TMF‑compliant Service Now integration framework, Licensing model.

• An annual on‑target bonus of 10% (personal and company multipliers).
• BT Pension scheme: minimum 5% employee contribution, BT contribution 10%.
• Exclusive colleague discounts on our latest and greatest BT broadband packages.
• 50% off EE mobile pay monthly or SIM‑only plans, and 50% discount for friends and family on EE SIM‑only plans.
• 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.
• 25 days annual leave (not including bank holidays), increasing with service.
• Volunteering days, so you can give back to your local community.
• Brand new electric vehicle salary sacrifice arrangement, known as “My EV”.

• Agile Development
• Database Design/Development
• Debugging
• APIs/Web Service Integration
• Programming/Scripting
• Microservices/Service Oriented Architecture
• IT Security
• Cloud Computing
• Artificial Intelligence/Machine Learning
• Continuous Integration/Continuous Deployment Automation & Orchestration
• Software Testing
• Application Development
• Algorithm Design
• Software Development Lifecycle
• Project/Programme Management
• Decision Making
• Gr…