Senior Software Engineer – ServiceNow (ITOM)

Domnic Lewis has been mandated to hire Senior Software Engineer – ServiceNow ITOM for Bangalore location

Roles & Responsibilities

· Design and continuously improve standard-oriented ServiceNow solutions in close collaboration with process owners, product owners, and platform stakeholders.

· Translate business needs into clear functional and technical requirements, ensuring alignment with platform standards, compliance, governance, and lifecycle requirements.

· Own holistic solution architecture across ServiceNow products, integrations, data flows, and operating processes.

· Ensure security, quality, scalability, maintainability, and operational stability of the managed products and solutions.

· Collaborate across ServiceNow product teams, enterprise architecture, security, data, and business stakeholders to deliver integrated platform capabilities.

· Actively contribute to the DevOps product team by improving delivery practices, platform usage, documentation, and operational processes.

AI Responsibilities

· Define and evolve the ServiceNow AI architecture, including Now Assist, GenAI capabilities, Predictive Intelligence, Virtual Agent, and AI-powered workflows.

· Identify, evaluate, and implement AI use cases that improve user experience, automation, knowledge quality, ticket resolution, and decision support.

· Ensure responsible, compliant, transparent, and secure AI usage in line with ZEISS governance, data privacy, and ethical AI requirements.

· Integrate ServiceNow AI capabilities with enterprise data sources, knowledge bases, APIs, and approved external AI or ML services.

· Optimize prompts, model usage, data quality, and operating processes to achieve scalable,



cost-efficient, and measurable business value.

· Enable product teams through guidance, mentoring, and practical standards for AI-enabled ServiceNow solutions.

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, Business Analyst, or comparable role 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 solid teamwork, ownership, and result orientation.

· ServiceNow development or full-stack development knowledge is advantageous.

Required Skills & Expertise

· ServiceNow platform architecture, configuration, development concepts, and lifecycle management.

· Practical knowledge of ServiceNow AI capabilities such as Now Assist, GenAI, Predictive Intelligence, Virtual Agent, NLP/NLU, and automation use cases.

· Understanding of AI/ML concepts, prompt engineering, AI governance, data quality, and responsible AI operations.

· Experience with integrations, APIs, enterprise data sources, knowledge management, and data pipelines for AI-enabled use cases.

· Ability to translate business requirements into scalable, secure, maintainable, and standard-oriented ServiceNow solutions.

· Strong communication, consulting, analytical thinking, and stakeholder management skills.

· ITIL Foundation and project management certification are advantageous.

📌 Senior ServiceNow AI Architect (Bengaluru)
🏢 Carl Zeiss
📍 Bengaluru