IT Service Governance and Insights Engineer

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.