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).
