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 postclone 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 followup 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 firsttime 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 secondlevel ticket service for all ServiceNow teams, including indepth analysis, troubleshooting, and coordination with thirdlevel support where needed.

3. Operational & Platform Support

In addition to designing and improving services, you will actively contribute to daytoday 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 AIsupported capabilities within ServiceNow.

Education & Work Experience:

5+ years of handson 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 highlevel understanding of ServiceNow development (configuration, lowcode, and scripted elements).
Very good understanding of ITILbased 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 selforganized with strong initiative and the ability to drive topics endtoend with limited supervision.
Strong focus on quality, reliability, and longterm maintainability of solutions and processes.
Agile mindset, comfortable working in iterative, crossfunctional teams and adapting to changing priorities.

AI knowledge and interest in leveraging AIenabled capabilities within the ServiceNow ecosystem (e.g., recommendations, virtual agents, automation).

Senior IT Analyst - ServiceNow