Senior IT Analyst - ServiceNow

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).