Senior IT Analyst - ServiceNow

ZEISS India; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

ZEISS India seeks an experienced ServiceNow professional to drive platform excellence across Platform, Operational, and Platform Support services.

You will manage instance health, patching, and performance monitoring, while enabling robust reporting for stakeholders and ensuring seamless onboarding/offboarding and documentation. Strong ITIL knowledge and agile collaboration are essential.

Qualifications

• 5+ years hands-on experience with ServiceNow in an administrative or operational role.
• Proven experience in ServiceNow report and dashboard creation for operational/management reporting.
• Strong experience with ITIL-based Operational Service Management processes (Incident, Problem, Change, Request, CMDB).
• Degree in Computer Science, Information Systems, or equivalent practical experience.
• Highly self-organized with initiative to drive topics end-to-end.
• Focus on quality, reliability, and maintainability of solutions.
• Agile mindset with cross-functional teamwork.

Responsibilities

• Define, implement and improve Platform Services for ServiceNow reliability and performance.
• Coordinate patching, plugin updates, testing, and minimal operational disruption.
• Develop and maintain ticket reporting standards and dashboards for stakeholders.
• Provide second-level support and collaborate with third-level teams as needed.
• Contribute to automation and AI-enabled capabilities within ServiceNow.

Skills

ServiceNow

ITIL

Report & Dashboarding

Administration

Automation

AI in ServiceNow

Education

Bachelor's degree in Computer Science/Information Systems

Tools

ServiceNow

Job description

1. Platform Services – Define, Implement & Improve

You will be responsible for the technical excellence and reliability of the ServiceNow platform:

• 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.

2. Operational Services – Define, Implement & Improve

You will shape and improve the way ZEISS delivers services through ServiceNow:

• 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.

3. Operational & Platform Support

In addition to designing and improving services, you will actively contribute to day‑to‑day operations:

• 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.
• 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.
• 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).