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.