Senior IT Analyst - ServiceNow

Carl Zeiss India (Bangalore) Pvt. Ltd.; Bengaluru; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

ZEISS India is seeking a Senior IT Analyst- ServiceNow to lead, drive, and continuously improve our ServiceNow platform and operations. You will handle second-level ticketing across teams, define platform/process improvements, and support data quality, with a focus on stability, security and scalable service delivery.

The role requires 5+ years of hands-on ServiceNow experience, scripting knowledge (JavaScript), and strong ITIL process understanding.

Qualifications

• 5+ years hands-on experience with ServiceNow in an administrative or operational role, ideally in an enterprise environment.
• Strong knowledge of ITIL-based Operational Service Management processes (e.g., Incident, Problem, Change, Request, CMDB).
• Proven experience in ServiceNow report and dashboard creation to support operational and management reporting.

Responsibilities

• Define, implement and improve Platform Services for ServiceNow to ensure stability, performance, and reliability.
• Design and optimize ticket routing across multiple ServiceNow teams for efficient resolution and first-time fixes.
• Provide second-level ticket service, including in-depth analysis, troubleshooting, and coordination with higher-level support.
• Collaborate with ServiceNow teams to ensure changes and new features are operable, maintainable, and well documented.
• Contribute to continuous improvement initiatives, including automation and AI-enabled capabilities within ServiceNow.

Skills

ServiceNow

JavaScript

ITIL

Dashboard creation

Incident management

Communication skills

Education

Bachelor's degree in Computer Science or Information Systems

Tools

ServiceNow administration

ServiceNow scripting (JavaScript)

Job description

ZEISS in India ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics. ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace. Further information at ZEISS India.

Job Purpose

You will play a crucial role in contributing to the success of digital transformation at ZEISS with a vision of bringing people, processes, and data together, reliably and easily, to enable all ZEISS employees to work efficiently on one platform. The ServiceNow Team is responsible for operating and customizing/developing Enterprise Service Management and custom applications on the ServiceNow platform. As a Senior IT Analyst- ServiceNow, you will lead, drive, and continuously improve the platform and operational services, ensuring stable, secure, and high‑quality ServiceNow operations. You will be responsible for second‑level ticket service across multiple ServiceNow teams, defining and enhancing platform and operational processes, and supporting data quality.

Roles & Responsibilities

Platform Services – Define, Implement & Improve

• Manage and optimize instance cloning processes, including pre‑ and post‑clone activities and stakeholder communication.
• Coordinate and perform patching and plugin updates, ensuring compatibility, proper testing, and minimal disruption to operations.
• Set up and continuously improve performance monitoring and reporting, identifying bottlenecks and driving corrective measures.
• Establish and enhance health monitoring and reporting (e.g., logs, dashboards, automated checks) to ensure platform stability.
• Monitor and manage HI cases, including reporting, tracking, and follow‑up with ServiceNow Support, and proactively address recurring issues.
• Drive and support technical onboarding and offboarding of new and leaving team members while ensuring proper standards and documentation.

Operational Services – Define, Implement & Improve

• Design and continuously optimize ticket routing within multiple ServiceNow teams to ensure efficient assignment, response, and resolution.
• Implement and maintain mechanisms for first‑time fix based on knowledge base articles, templates, and standard operating procedures.
• Develop and maintain ticket reporting and categorization standards, ensuring meaningful metrics, dashboards, and transparency for stakeholders.
• Provide second‑level ticket service for all ServiceNow teams, including in‑depth analysis, troubleshooting, and coordination with third‑level support where needed.

Operational & Platform Support

• Support the execution of platform operations (e.g., monitoring, error handling).
• Analyze and resolve incidents and problems, including debugging, workaround definition, and sustainable solution design.
• Collaborate closely with ServiceNow teams to ensure that changes, enhancements, and new features are operable, maintainable, and well documented.
• Contribute to continuous improvement initiatives, including automation, standardization, and use of AI‑supported capabilities within ServiceNow.

Education & Work Experience

• 5+ years of hands‑on experience working with ServiceNow in an administrative or operational role, ideally in an enterprise environment.
• Basic ServiceNow scripting knowledge (e.g., JavaScript in the context of ServiceNow) sufficient to understand, review, and adjust existing solutions.
• Proven experience in ServiceNow report and dashboard creation to support operational and management reporting.
• Strong experience with ServiceNow administration and high‑level understanding of ServiceNow development (configuration, low‑code, and scripted elements).
• Very good understanding of ITIL‑based Operational Service Management processes (e.g., Incident, Problem, Change, Request, CMDB).
• A degree in Computer Science, Information Systems, or a comparable field, or equivalent practical experience.
• Excellent communication skills.
• Highly self‑organized with strong initiative and the ability to drive topics end‑to‑end with limited supervision.
• Strong focus on quality, reliability, and long‑term maintainability of solutions and processes.
• Agile mindset, comfortable working in iterative, cross‑functional teams and adapting to changing priorities.
• AI knowledge and interest in leveraging AI‑enabled capabilities within the ServiceNow ecosystem (e.g., recommendations, virtual agents, automation).

Your ZEISS Recruiting Team: Saptarshi Chowdhury

Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people. In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long‑term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

Join us today. Inspire people tomorrow.

Diversity and Inclusion

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.