Senior Architect - ServiceNow AI-2

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.

• As Senior ServiceNow AI Architect / Application Specialist, you will shape reliable, scalable ServiceNow solutions that leverage advanced AI capabilities (e.g., Now Assist, GenAI, predictive intelligence) to transform user experience, automate workflows, and unlock data-driven decision making across the enterprise.

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 strong 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.

Your ZEISS Recruiting Team:

Saptarshi Chowdhury