ITIL Processes Specialist

Zinnov Management Consulting; Bengaluru; Hybrid; INR 1,800,000 - 3,200,000; Full time

Job summary

Zinnov Management Consulting in Bengaluru invites an ITIL Processes Specialist to help establish its India GCC, owning ITIL governance and continuous improvement across ITIL domains. You will collaborate with ServiceNow teams to translate process improvements into platform configurations and automation.

You will lead AI-driven ITSM/ITOM initiatives, ensure CMDB/CSDM maturity, and drive DevOps practices while mentoring engineers and communicating progress to global leadership.

Qualifications

• 7 to 10 years of total IT experience with hands-on leadership on the ServiceNow platform.
• Strong development experience in ITSM and hands-on ITOM Discovery (MID Server setup, patterns, credential management, CI classification).
• Understanding of CMDB and CSDM framework concepts for clean data mapping.
• Experience implementing ServiceNow AI features (Virtual Agent, Predictive Intelligence, Now Assist) with AI-first mindset.
• Proficiency in Flow Designer, Business Rules, Script Includes, UI Policies, and Scoped Applications.
• Knowledge of ServiceNow ATF for automated testing and CI/CD/DevOps deployments.
• Proven experience leading code reviews, sprint planning, and mentoring while remaining hands-on.
• Strong communication skills to articulate technical solutions to leadership.

Responsibilities

• Technical Delivery & Execution: Translate platform roadmaps into sprint plans, ensuring code quality and compliance with standards.
• AI-First Automation: Lead adoption of native ServiceNow AI tools to automate ITSM, ITOM, and HRSD workflows.
• ITOM & Discovery Focus: Lead development across ITSM/ITOM; own Discovery configurations and CI schedules.
• CMDB & CSDM Maturity: Partner with CMDB owners to build out the CSDM and ensure clean data mappings.
• Quality & DevOps Practices: Drive test automation with ATF; implement CI/CD and DevOps integrations across instances.
• Instance Setup & Migration: Support setup of new instances and migration of data/configs.
• Leadership & Stakeholder Management: Escalate technically, mentor engineers, and communicate progress to global leadership.

Skills

ITSM

ITOM Discovery

CMDB

CSDM

AI features: VA & Predictive Intel

Flow Designer

Business Rules

Script Includes

UI Policies

Scoped Apps

ATF

CI/CD

Leadership & Mentoring

Communication

Tools

MID Server

ATF

CI/CD

Job description

About the Role:

Zinnov is Hiring for ITIL Processes Specialist on behalf of a leading global healthcare and medical technology enterprise establishing its new India Global Capability Center (GCC) in Bengaluru. Technology sits at the core of the organization's global operations, digital transformation, and healthcare innovations.

This role is part of the company's establishment of their new India Global Capability Centre (GCC) in Bengaluru, which will drive enterprise technology, digital transformation, and innovation for its global operations, contributing to technology that ultimately helps millions of people around the world.

Why this matters

In this role, you will own the health, governance, and continuous improvement of core ITIL processesincluding Incident, Problem, Change, Configuration, Knowledge, and Request Fulfillment. You will work closely with business stakeholders and the ServiceNow development team to translate operational process improvements directly into platform configurations.

What you'll do:

• Technical Delivery & Execution: Translate platform architecture roadmaps into sprint plans, ensuring code quality, reusable design, and compliance with platform coding standards (Business Rules, Script Includes, Flow Designer, Scoped Apps).
• AI-First Automation: Lead adoption of native ServiceNow AI toolsincluding Virtual Agent, Predictive Intelligence, and Now Assist (generative AI)to automate ITSM, ITOM, and HRSD workflows, case summarization, auto-assignment, and self-service.
• ITOM & Discovery Focus: Review and lead development across ITSM and ITOM, taking ownership of Discovery configurations, MID Server topology, credentials, patterns, and CI schedules.
• CMDB & CSDM Maturity: Partner with data/CMDB owners to build out the Common Service Data Model (CSDM), ensuring Discovery outputs feed a clean, well-aligned CMDB hierarchy.
• Quality & DevOps Practices: Drive platform testing automation using ServiceNow ATF (Automated Test Framework) and implement CI/CD, DevOps pipeline integrations, and source control discipline across instances.
• Instance Setup & Migration: Support setup activities for new platform instances and manage the migration of data, configurations, or legacy customizations.
• Leadership & Stakeholder Management: Serve as the first line of technical escalation for developers, mentor junior engineers, and communicate sprint progress, risks, and dependencies clearly to global leadership and business stakeholders.

Skills Required

Must-Have:

• 7 to 10 years of total IT experience, with significant hands-on technical lead or senior developer experience on the ServiceNow platform.
• Strong development experience in ITSM and mandatory hands-on expertise in ITOM Discovery (MID Server setup, patterns, credential management, CI classification).
• Solid understanding of CMDB and CSDM framework concepts to support clean data mapping.
• Practical experience implementing ServiceNow AI features (Virtual Agent, Predictive Intelligence, Now Assist) with an AI-first mindset.
• Strong hands-on proficiency in Flow Designer, Business Rules, Script Includes, UI Policies, and Scoped Applications.
• Working knowledge of ServiceNow ATF for automated testing and CI/CD / DevOps deployment workflows.
• Proven experience leading code reviews, sprint planning, and developer mentorship while remaining hands-on.
• Strong communication skills to articulate technical solutions to business leadership.

Preferred:

• Experience setting up new ServiceNow instances from scratch or performing cross-instance data/configuration migrations.
• Hands-on exposure to ITAM (SAM / HAM) modules.
• Familiarity or exposure to IRM (Risk), SecOps, or OT modules.
• Certifications: CSA, CAD, CIS (Discovery/Service Mapping), or ITIL v4 Foundation.
• Experience operating within a global enterprise / GCC delivery model.