About the Role:

Zinnov is Hiring for ITIL Processes Specialist on behalf of a leading global healthcare and medical technology enterprise establishing its new India Global Capability Center (GCC) in Bengaluru. Technology sits at the core of the organization's global operations, digital transformation, and healthcare innovations.

This role is part of the company's establishment of their new India Global Capability Centre (GCC) in Bengaluru, which will drive enterprise technology, digital transformation, and innovation for its global operations, contributing to technology that ultimately helps millions of people around the world.

Why this matters In this role, you will own the health, governance, and continuous improvement of core ITIL processesincluding Incident, Problem, Change, Configuration, Knowledge, and Request Fulfillment. You will work closely with business stakeholders and the ServiceNow development team to translate operational process improvements directly into platform configurations.

What you'll do:

- Technical Delivery & Execution: Translate platform architecture roadmaps into sprint plans, ensuring code quality, reusable design, and compliance with platform coding standards (Business Rules, Script Includes, Flow Designer, Scoped Apps).
- AI-First Automation: Lead adoption of native ServiceNow AI toolsincluding Virtual Agent, Predictive Intelligence, and Now Assist (generative AI)to automate ITSM, ITOM, and HRSD workflows, case summarization, auto-assignment, and self-service.
- ITOM & Discovery Focus: Review and lead development across ITSM and ITOM, taking ownership of Discovery configurations, MID Server topology, credentials, patterns, and CI schedules.
- CMDB & CSDM Maturity: Partner with data/CMDB owners to build out the Common Service Data Model (CSDM), ensuring Discovery outputs feed a clean, well-aligned CMDB hierarchy.
- Quality & DevOps Practices:



Drive platform testing automation using ServiceNow ATF (Automated Test Framework) and implement CI/CD, DevOps pipeline integrations, and source control discipline across instances.
- Instance Setup & Migration: Support setup activities for new platform instances and manage the migration of data, configurations, or legacy customizations.
- Leadership & Stakeholder Management: Serve as the first line of technical escalation for developers, mentor junior engineers, and communicate sprint progress, risks, and dependencies clearly to global leadership and business stakeholders.

Skills Required Must-Have:

- 7 to 10 years of total IT experience, with significant hands-on technical lead or senior developer experience on the ServiceNow platform.
- Strong development experience in ITSM and mandatory hands-on expertise in ITOM Discovery (MID Server setup, patterns, credential management, CI classification).
- Solid understanding of CMDB and CSDM framework concepts to support clean data mapping.
- Practical experience implementing ServiceNow AI features (Virtual Agent, Predictive Intelligence, Now Assist) with an AI-first mindset.
- Strong hands-on proficiency in Flow Designer, Business Rules, Script Includes, UI Policies, and Scoped Applications.
- Working knowledge of ServiceNow ATF for automated testing and CI/CD / DevOps deployment workflows.
- Proven experience leading code reviews, sprint planning, and developer mentorship while remaining hands-on.
- Robust communication skills to articulate technical solutions to business leadership.

Preferred:

- Experience setting up new ServiceNow instances from scratch or performing cross-instance data/configuration migrations.
- Hands-on exposure to ITAM (SAM / HAM) modules.
- Familiarity or exposure to IRM (Risk), SecOps, or OT modules.
- Certifications: CSA, CAD, CIS (Discovery/Service Mapping), or ITIL v4 Foundation.
- Experience operating within a global enterprise / GCC delivery model.

📌 ITIL Processes Specialist (Bengaluru)
🏢 Zinnov Management Consulting
📍 Bengaluru