IT Analyst - ServiceNow

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.

ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace.

Further information at ZEISS India.

Job Purpose

You will play an important role in contributing to the success of digital transformation at ZEISS, with a vision of bringing people, processes, and data together, reliably and easily, to enable all ZEISS employees to work efficiently on one platform. The ServiceNow Team is responsible for operating and customizing/developing Enterprise Service Management and custom applications on the ServiceNow platform.

As an IT Analyst- ServiceNow, you focus on the execution of platform operations and second level ticket support. You help ensure that core operational tasks on the platform are performed reliably, monitoring information is transparent, and tickets are handled efficiently and in high quality.

Roles & Responsibilities

1. Platform Operations

You will contribute to the stable and secure operation of the ServiceNow platform by:

• Performing instance cloning, including preparation, execution, and post-clone checks in alignment with defined procedures.
• Executing patching activities based on the release and maintenance schedule, including basic validation.
• Applying and testing plugin updates in coordination with developers and architects to ensure compatibility and minimize disruption.
• Supporting technical onboarding and offboarding of new and leaving team members while following established work instructions and standards.

2. Monitoring & Reporting

You will help create transparency about the health and performance of the platform:

• Monitor and report performance of the ServiceNow instances using defined dashboards and tools, escalating issues as necessary.
• Monitor and report system health, including scheduled jobs, interfaces and error logs, and initiate follow-up actions or escalations.
• Monitor and report HI cases with ServiceNow Support, tracking status, documenting progress, and informing team members.
• Prepare standard reports and dashboards for performance, health, and support activities to support platform owners.

3. Operational & Second-Level Ticket Support

You will play a key role in ensuring tickets are processed efficiently and correctly:

• Route tickets to the responsible product teams based on content, scope, and impact.
• Solve tickets based on work instructions, knowledge articles, and standard operating procedures as part of second-level support.
• Collaborate with Architects, Developers, and Product Owners to clarify issues and support timely incident and request resolution.
• Categorize tickets correctly to improve reporting quality and support process optimization and continuous improvement initiatives.
• Provide ticket reports and basic analysis for team members and management, helping to identify trends, recurring issues, and areas for improvement.

Education & Work Experience

• 3+ years of hands-on experience working with the ServiceNow platform in administration, operations, or support roles.
• ServiceNow Administration skills, including configuration of basic platform components.
• Basic ServiceNow development knowledge (e.g., configuration of forms, fields, simple flows/workflows) and the ability to collaborate closely with developers.
• Basic ServiceNow scripting knowledge (e.g., simple JavaScript within ServiceNow) sufficient to understand and adjust straightforward scripts with guidance.
• A degree in Computer Science, Information Systems, or a comparable field, or equivalent professional experience in IT.
• Experience working in IT Service Management or Operational Service Management in a mid- to large-scale organization.
• Good understanding of Operational Service Management processes based on ITIL (especially Incident, Request, Change, and basic CMDB).
• Ability to create and maintain ServiceNow reports and dashboards to support operational transparency and management reporting.
• Strong focus on quality, accuracy, and adherence to defined processes.
• Agile mindset: willingness to work iteratively, learn continuously, and adapt to changing priorities in an international environment.
• Basic AI knowledge and interest in using AI-enabled capabilities within ServiceNow (e.g., virtual agents, recommendations, intelligent routing).
• Very good Communication

Your ZEISS Recruiting Team: