IT Service Governance and Insights Engineer

BT Group; Kolkata District; On-site; INR 1,800,000 - 3,600,000; Full time

Job summary

BT Group is seeking a Software Engineering Associate 3 to contribute to the Digital division from our India IT Park location. The role involves executing routine software engineering activities, supporting the engineering strategy and cross-functional delivery to drive innovation and engineering excellence.

You will own Problem Management reporting, RCA processes and develop dashboards in ServiceNow, Excel and BI tools, turning data into actionable improvements for Incident, Problem and Service

Qualifications

• Bachelor's degree in IT or CS.
• 6+ years IT service management experience.
• Strong ITIL knowledge (Problem, Incident, Major Incident, Continual Improvement).
• Hands-on ServiceNow ITSM experience with reporting and KPI analysis.
• Excellent RCA skills to identify root causes and preventive actions.
• Sharp analytical ability to derive insights from IT support data.
• Advanced Excel with management-level reporting.
• Experience with Power BI or Qlik is desirable.
• Good understanding of Digital Workplace and IT support ecosystem.
• Strong stakeholder management and communication skills.
• Ability to work independently and meet deadlines.
• ItIL 4 and ServiceNow certifications are desirable.

Responsibilities

• Own Problem Management reporting and analysis across IT Support.
• Identify recurring incidents and service improvement opportunities.
• Coordinate RCA and document corrective actions.
• Develop and maintain ServiceNow reports, dashboards and KPIs.
• Analyze data to identify trends and drivers of performance.
• Track Problems through resolution and verify fixes.
• Collaborate with Service Desk and technical teams to improve data quality.
• Produce management insights and actionable recommendations.
• Develop ad-hoc reporting using ServiceNow, Excel & BI tools.
• Support continuous improvement of reporting data sources and dashboards.

Skills

Problem Management

Root Cause Analysis

Data analysis

Stakeholder management

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow ITSM

Power BI

Excel

Qlik

Job description

Req ID: 64252Job Function: Software EngineeringPosting Start Date: 05/11/2026Posting End Date: 11/11/2026Division: DigitalJob Location: DLF IT Park 2Advertised Salary: CompetitiveJob Req ID:Posting Date:Function:Location:Salary:About the roleThe 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.