Software Engineer - ServiceNow AI (ITRF)

Zeiss Pharmaceuticals; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

ZEISS in India, headquartered in Bengaluru, is driving digital transformation through intelligent IT service management. The role focuses on building production-ready AI-enabled ServiceNow solutions, leveraging Now Assist, GenAI and AI agents to enhance requests, fulfillment and user experience.

You will work across product owners, developers, testers and security teams to reduce customization and promote out-of-the-box capabilities while ensuring governance and security.

Qualifications

• 3+ years of hands-on ServiceNow development experience with strong JavaScript, Glide API, Flow Designer, integration, debugging and solution engineering skills.
• Experience implementing ServiceNow AI or intelligent automation capabilities (preferred Now Assist, Virtual Agent, Predictive Intelligence).
• Solid experience with Service Catalog and IT Request Fulfillment, including request lifecycle, approvals, fulfillment flows, and Employee Center or Service Portal.

Responsibilities

• Identify and prioritize practical AI use cases, build prototypes, validate value and risk and convert concepts into production solutions.
• Translate business requirements into scalable technical solutions for ServiceNow AI initiatives.
• Develop reusable prompts, skills, patterns and APIs for AI-enabled catalog and fulfillment solutions.
• Coach and advise the ITRF team on ServiceNow AI capabilities, responsible AI practices and quality controls.
• Review AI-generated output for correctness, security, and maintainability before production.

Skills

ServiceNow development

JavaScript

Glide API

Flow Designer

AI capabilities

REST APIs

Code testing

Prompt engineering

Education

Bachelor's in CS/IT or equivalent

Tools

ATF

Script Includes

Business Rules

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.

Job Purpose

Welcome to ZEISS - a company that combines innovation and responsibility!

You will contribute to ZEISS digital transformation by bringing people, processes, and data together on one reliable and easy-to-use enterprise platform. The ServiceNow teams operate and develop Enterprise Service Management and custom applications used globally.

This is not a role for maintaining yesterdays workflows. As ServiceNow AI Developer, you will help build the next generation of intelligent IT Request Fulfillment at global scale. You will turn Now Assist, Now Assist for Creator, GenAI, AI Agents, and intelligent automation into production-ready capabilities that transform how requests are designed, tested, fulfilled, and continuously improved. Your work will directly shape how the ITRF team enters the agentic era.

Your Mission and role

• Identify and prioritize practical AI use cases, build prototypes, validate value and risk and convert successful concepts into secure, maintainable production solutions.
• Translate business requirements into smart, scalable technical solutions
• Use ServiceNow AI capabilities such as Now Assist, Now Assist for Creator, GenAI, Virtual Agent, Predictive Intelligence, AI-powered workflows and AI Agents to improve request creation, fulfillment, support, consulting and user experience.
• Use AI-assisted development to increase delivery efficiency, improve code and documentation quality, strengthen testing, and reduce unnecessary customization.
• Develop reusable prompts, skills, patterns, components, subflows, actions, APIs and guidance for AI-enabled catalog and fulfillment solutions.
• Coach and advise the ITRF team on ServiceNow AI capabilities, prompt engineering, responsible use, limitations, quality controls and best practices.
• Support the team in leveraging AI capabilities to reduce customizations and move towards Out-of-the-Box (OOTB) best practices, improving delivery practices, documentations and operational processes.
• Be the hands-on AI champion who drives initiatives from idea to production within end-to-end workflows in collaboration with Product Owners, architects, developers, testers, process owners, security and platform stakeholders.
• Review AI-generated output critically for correctness, security, maintainability and hallucinations before it is used in production.
• Ensure AI solutions comply with platform standards, security, privacy, ZEISS governance and ethical AI requirements
• Define measurable outcomes and continuously optimize AI-enabled solutions for adoption, automation rate, engineering quality, user experience and delivery speed.

Your Technology Playground

• IT Request Fulfillment: Service Catalog, Catalog Items, Record Producers, Order Guides, Requests, Requested Items, Catalog Tasks, approvals, fulfillment orchestration and Employee Center Pro.
• AI enablement: Now Assist, Now Assist for Creator, GenAI, AI Agents, Virtual Agent, Predictive Intelligence, prompt engineering, evaluation and human review.
• Platform development: JavaScript, Glide APIs, Script Includes, Business Rules, Client Scripts, UI Policies, Flow Designer, IntegrationHub, REST APIs, events and scoped applications.
• Quality engineering: Automated Test Framework (ATF), test generation and maintenance, debugging, code review, technical documentation, monitoring and continuous improvement.

What You Bring

• 3+ years of hands-on ServiceNow development experience with strong JavaScript, Glide API, Flow Designer, integration, debugging and solution engineering skills.
• Practical experience implementing ServiceNow AI or intelligent automation capabilities, preferably Now Assist, Now Assist for Creator, Virtual Agent, Predictive Intelligence and in best case AI Agents.
• Solid experience with Service Catalog and IT Request Fulfillment, including request lifecycle, approvals, fulfillment flows, and Employee Center or Service Portal.
• Ability to design, build, test, secure, document and operate production-grade AI-enabled ServiceNow solutions rather than prototypes only.
• Working knowledge of prompt engineering, grounding, output evaluation, hallucination control, data quality, privacy, security and responsible AI practices.
• Hands-on experience with ATF and automated quality controls for ServiceNow configurations, flows, catalog solutions and custom development.
• Ability to identify high-value automation opportunities, challenge existing solutions and translate business needs into scalable, standard-oriented technical implementations.
• Strong coaching and communication skills with the ability to enable developers, testers, architects and Product Owners in a global team.
• Professional English and a builder mindset: curious, pragmatic, ownership-driven, comfortable experimenting and determined to turn emerging technology into reliable business value.

Education Work Experience

• Completed degree in Computer Science, Information Technology, Software Engineering, Data Science or an equivalent qualification.
• ServiceNow Certified Application Developer (CAD) are preferred; relevant ServiceNow AI, implementation, or micro-certifications are advantageous.
• ITIL Foundation and practical experience in Agile/Scrum/DevOps delivery are advantageous.
• Extensive professional experience as a Application Specialist, Business Analyst or comparable role in a global enterprise environment.
• Proven experience in designing, implementing and operating ServiceNow solutions, ideally including AI-enabled capabilities.
• Strong experience in ServiceNow implementation projects as a ServiceNow Developer who takes over Ownership for own Implementations
• Experience in agile or hybrid delivery models, with strong teamwork, ownership and result orientation.