IT Service Governance and Insights Engineer

Job Req ID: Posting Date: Function: Location: Salary: About the role The Software Engineering Associate 3 assists the team in executing routine software engineering activities, well covered by existing procedure and processes, in supporting the delivery of the engineering strategy and roadmap that supports BT’s commercial strategy through cross functional project and technical delivery and the participation of a team that pursues innovation as well as engineering excellence. What you’ll be doing • Own Problem Management reporting and analysis across the end-to-end IT Support landscape. • Identify recurring incidents, problem trends and service improvement opportunities using ServiceNow data. • Perform and coordinate Root Cause Analysis (RCA) and document root causes, corrective actions and preventive measures. • Develop and maintain ServiceNow reports, dashboards and operational KPIs covering Incident, Problem, Service Request and overall IT Support performance. • Analyse ServiceNow data to identify trends, anomalies, repeat failures and key drivers impacting service performance. • Track Problem Records and associated actions through to resolution and monitor whether implemented fixes deliver the expected improvement. • Work closely with Service Desk, resolver groups and technical teams to validate findings and improve data quality and reporting accuracy. • Produce clear management insights and recommendations, converting operational data into actionable improvement opportunities. • Develop ad-hoc and management reporting using ServiceNow, Excel & Power BI/Qlik. • Support continuous improvement of reporting data sources, dashboards and reporting processes to strengthen IT service governance and decision-making. Essential Skills / Experience • Bachelor’s degree in Information Technology, Computer Science, or a related discipline. • 6+ years’ experience in IT Service Management, preferably within a large-scale enterprise and end-to-end IT Support environment. • Strong knowledge of ITIL practices, particularly Problem, Incident, Major Incident and Continual Improvement Management. • Hands-on understanding of ServiceNow ITSM, including Problem/Incident data, operational reporting, dashboards and KPI analysis. • Strong Problem Management and Root Cause Analysis (RCA) skills, with the ability to identify recurring incidents, underlying causes and preventive actions. • Strong analytical capability to identify trends, anomalies, repeat failures and service improvement opportunities from IT support data. • Advanced Microsoft Excel skills with good experience in management-level reporting. • Experience with Power BI, Qlik or similar BI/data visualisation tools is desirable. • Good understanding of the Digital Workplace and end-to-end IT Support ecosystem, including endpoints, collaboration, identity/access and workplace support services. • Strong stakeholder management, communication and presentation skills, with the ability to translate technical data into clear, actionable management insights. • Ability to work independently, collaborate across technical teams, manage competing priorities and deliver to deadlines. • ITIL 4 and ServiceNow certifications are highly desirable. BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive. Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best. We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.