Senior IT Analyst - ServiceNow

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

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.
• 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