Agile Business Analyst Specialist - ServiceNow

BT Group; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking an Agile Business Analyst Specialist to drive transformation through the digitalization of internal and customer journeys. This role offers a unique opportunity to leverage AI technology and enhance service delivery in a collaborative environment. The ideal candidate will have proven expertise in ServiceNow and a strong understanding of the Telco B2B domain. With a hybrid working model, this position allows for flexibility while contributing to significant improvements in customer and colleague experiences. Join a forward-thinking company at the forefront of digital transformation.

Benefits

Annual On target bonus

Pension scheme

Life Assurance

Colleague discounts

Discounted mobile plans

Healthcare Cash Plan

25 days annual leave

Volunteering days

Electric vehicle salary sacrifice

Maternity and paternity pay

Qualifications

• Experience as a Business Analyst in an Agile environment.
• Proven experience in implementing and customizing ServiceNow solutions.
• Strong understanding of the Telco B2B domain.

Responsibilities

• Define ServiceNow requirements and lead teams to deliver outcomes.
• Unblock technical deliveries with a focus on ServiceNow.
• Improve technology end-to-end for service.

Skills

Business Analysis

ServiceNow Implementation

Agile Methodologies

Telco B2B Domain Knowledge

Analytical Skills

Communication Skills

Problem-Solving

Team Collaboration

Tools

ServiceNow

Job description

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Agile Business Analyst Specialist - ServiceNow

Posting Date: 9 May 2025

Function: Agile Capability

Unit: Digital

Location:

1 Braham Street, London, United Kingdom

Salary: Competitive with great benefits

At BT, we are undergoing a huge E2E transformation of our business. Transforming, journeys & technology with both process, IT & Network change.

One area that will be undergoing radical transformation is Service in-life. This transformation will drive significant improvements in customer & colleague experiences for our more ITSM journeys . This role provides a real opportunity to drive powerful & tangible change through the digitalisation of internal and customer journeys, and use of AI technology to streamline processes.

This role can be based in London, Birmingham, Manchester or Bristol, following a hybrid working pattern of 3 days a week in office and 2 days a week remote.

What you’ll be doing

• Defining the ServiceNow requirements & leading ServiceNow teams to deliver right outcomes.
• Helping to unblock service technical deliveries with specific focus on ServiceNow & measure the success against the requirements.
• Improving technology E2E for service.
• Partnering with SN & co-creating on initiatives that will transform Business.

You'll have the following skills and experience

• Experience: Experience as a Business Analyst in an Agile environment.
• ServiceNow Expertise: Proven experience in implementing and customizing ServiceNow solutions.
• Telco B2B Domain: Strong understanding of the Telco B2B domain, including industry-specific processes and challenges.
• Agile Methodologies: In-depth knowledge of Agile methodologies, including Scrum and Kanban.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Problem-Solving: Strong analytical and problem-solving skills, with a keen attention to detail.
• Team Player: Ability to work collaboratively in a team environment and build strong relationships with stakeholders.

Nice to have

• Experience with ServiceNow CSM, ITSM, Playbook modules and integration patterns.
• Experience with design and architecture
• Experience with SN best practices.
  
• Annual On target bonus 10% (personal and company multipliers)
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• Life Assurance
• 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
• Volunteering days so you can give back to your local community
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

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.