ServiceNow Platform Technical Lead; Braham Street United Kingdom

Why this job matters

BT Group’s future will be defined by 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, and to do so with absolute focus on our customers. 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 is about leading BT Group’s digital transformation, driving service innovation and delivering the products and services our customers need to support their own goals fast, and at scale.

In 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.

What you’ll be doing

Strategic Ownership

• 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.

Platform Governance & Architecture

• 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

Experience you'll have

• 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

Preferred Technical Qualifications

• 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 Ex Service Now CMDB data model, GEN AI, Agentic AI, ITOM, Service Bridge, CSM, ITSM, Risk Management, TMF compliant Service Now integration framework, Licensing model

Benefits

• 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
• There’s also 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’

The skills you’ll need

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…