About the role

The Service Now CSM module is critical to BT. Over 500k customers are reliant on it for a smooth, seamless experience which will in turn build confidence in the relationship between BT’s customers and BT. Today, there are several federated teams implementing CSM features and this role is to act as a bridge to ensure there are no conflicts between each other by providing the technical leadership and ensuring frictionless delivery for everything CSM. This role is also tasked with planning the product roadmap for CSM based on the new features released by ServiceNow with each new version. Furthermore, to review the existing implementations and measure quality and ability to deliver value.

What you’ll be doing

    Provide senior technical leadership by forming the ServiceNow roadmap for the CSM module
    Understand new release features and recommend or assist in implementing the latest functionalities to streamline daily activities and ensure alignment with the ServiceNow roadmap
    Help the development team by offering technical guidance, setting up review processes for new developments and existing products and services, prioritizing tasks, and allocating work accordingly.
    Formalize and review the team’s design work to ensure architectural conformance
    Review solutions to ensure full integration across all aspects and hold accountability for the solution within a domain or cross-domain, ensuring consistency in architecture and technical processes.
    Performs functional and process rationalization of CSM by working with the Product Owners and process owners to ensure we deliver a pan BT product.
    Continuously expand knowledge of ServiceNow platform through certifications, webinars, case studies, training, community engagement, and other resources.
    Demonstrate expert development practices on the ServiceNow platform, and CSM
    Develop and deploy ServiceNow solutions across various business domains, product portfolios, and IT platform estates that help end-to-end solutions. This involves knowinging the internal and external system impacts, evaluating the effects of changes, and managing the technical integrations between ServiceNow and the broader BT architecture estate, while compying to governance policies, architecture standards, and frameworks.
    Identify opportunities to improve engineering standards, practices, and ways of working within the SaFE/SCRUM agile methods used by the squad. 

Essential Skills / Experience

    Hold ITIL Foundation or similar certification and confidently display knowledge of incident management practice.
    Technical Knowledge - In-depth understanding of technical or platform governance processes of ServiceNow and must hold relevant CSM certifications in particular
    Problem Solving - Strengthen the ability to solve complex business requirements with ServiceNow capabilities
    Design - Design elegant and simple solutions that make the world of work better for your stakeholders
    Convey clearly through professional verbal and written updates during incidents and coordination activities.
    Able to use ITSM tools like NGSD and ServiceNow proficiently for incident logging, tracking, and reporting.
    Prioritise tasks effectively and collaborate well with internal teams and external partners.
    Demonstrate team management skills that help engagement, performance, and operational stability.
    Maintain a strong customer‑focused mindset to ensure helpful, timely, and professional service experiences.
    Demonstrate soft skills like proactivity, ownership and flexibility as part of professional maturity.
    IT Security - Protects information and information systems against unauthorised access or modification of information.

Our Package