Service & AI Ops Specialist

• AI Ops development experience

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

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.

The role of Software Engineering Specialist 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.

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

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

• 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

• 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 packages 50% 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’

• 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.

• 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.

• Growth…