ITSM Software Specialist

Ipswich, Suffolk
BT Group

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ITSM Software Specialist

Posting Date: 30 Apr 2025

Function: Software Engineering

Unit: Digital

Location:

Martlesham Heath Business Park, Ipswich, United Kingdom

Salary: Competetive with Benefits

Recruiter: Molly Lees

Hiring Manager: Chris Wilding

Internal Closing Date: 9th May 2025

The role of Software Engineering Specialist role 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.

What you’ll be doing

• You will already be an SME for Service Now – and you will be bringing these skills to an experienced team.
• Increase and develop ITSM / CMDB skills within existing team
• You will be the lead SME for Service Now Asset Management and CMDB in the Secure Platforms team
• Requirements capture with Stakeholders
• 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.

Skills

• Service Now experience and certification
• CMDB and Asset Management experience
• Software Engineering experience
• Experience of working in a technical support team
• Technical aptitude
• Working within a customer facing environment
• Being part of a technical support team
• Experience working with Service Now or a similar ITSM platform
• Experience of CMDB / Asset Management design and implementation

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.

• 25 days annual leave (plus bank holidays)
• 10% on target bonus
• Life Assurance
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 50% off EE mobile pay monthly or SIM only plans
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• BT TV with TNT Sports and NOW Entertainment
• 30% discount for friends and family on EE mobile pay monthly and SIM only plans

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.

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.

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.