Tech Lead - ServiceNow ITSM

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

Welcome to ZEISS - a company that combines innovation and responsibility!

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.

Role Overview

We are looking for an experienced ServiceNow ITSM Technology Lead who can work closely on ITSM Development and Architecture requirements and design, develop, implement, and continuously improve enterprise IT Service Management solutions on the ServiceNow platform.

The role combines solution architecture, hands-on development, technical leadership, and ITSM process expertise. The ideal candidate will work closely with Product Owners, Process Owners, business stakeholders, architects, and development teams to deliver scalable, secure, and maintainable ServiceNow solutions aligned with the organization's IT strategy.

Key Responsibilities

Architecture & Solution Design

• Define end-to-end ServiceNow ITSM solution architecture and technical design.
• Translate business and ITSM requirements into scalable ServiceNow solutions.
• Establish technical standards, development guidelines, and architectural patterns.
• Ensure solutions align with ServiceNow best practices, platform capabilities, and enterprise architecture.
• Participate in architecture and design reviews.
• Identify opportunities to reduce customization and improve platform maintainability.
• Support integration architecture across ServiceNow and enterprise applications.

ITSM Development

• Develop and maintain business rules, client scripts, UI policies, UI actions, Script Includes, Flow Designer workflows, notifications, and integrations.
• Develop reusable components and automation to improve operational efficiency.
• Perform code reviews and ensure development follows platform standards.
• Troubleshoot complex technical and production issues.
• Design and implement integrations between ServiceNow and external systems.
• Work with REST/SOAP APIs, IntegrationHub, MID Server, and other integration technologies.

Technical Leadership

• Provide technical leadership to ServiceNow developers and implementation teams.
• Mentor developers and conduct technical knowledge-sharing sessions.
• Review technical designs, code, and implementation approaches.
• Support estimation, planning, sprint execution, and release activities.
• Act as the technical point of contact for ITSM initiatives.

Platform Governance

• Ensure adherence to ServiceNow upgrade-safe development practices.
• Minimize unnecessary customizations.
• Establish standards for scripting, workflows, integrations, security, and performance.
• Support ServiceNow upgrades, releases, health checks, and technical debt reduction.
• Monitor platform performance and proactively identify technical risks.

Education & Work Experience

• Completed degree in computer science, business informatics, engineering, or a comparable qualification.
• Extensive professional experience as a ServiceNow Solution Architect, Application Specialist in a global enterprise environment.
• Proven experience in designing, implementing, and operating ServiceNow solutions, ideally including AI-enabled capabilities.
• Strong experience in ServiceNow implementation projects, stakeholder management, and integration of external systems.
• Experience in agile or hybrid delivery models, with strong teamwork, ownership, and result orientation.
• ServiceNow development or full-stack development knowledge is advantageous.

Required Skills & Expertise

• 7+ years of ServiceNow experience, preferably with significant ITSM implementation experience.
• Strong experience in ServiceNow architecture and hands-on development.
• Strong knowledge of ITIL and ITSM processes.
• Experience with integrations, APIs, enterprise data sources, knowledge management.
• Ability to translate business requirements into scalable, secure, maintainable, and standard-oriented ServiceNow solutions.
• Strong communication, consulting, analytical thinking, and stakeholder management skills.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist - ITSM
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Technical Architect (CTA) - desirable for senior architecture roles
• ITIL 4 Foundation or higher
• Relevant CSDM/CMDB certifications or training

Your ZEISS Recruiting Team: