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 recent 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 soluti

📌 Senior IT Analyst (Bengaluru)
🏢 Zeiss India
📍 Bengaluru