Senior ServiceNow Solution Architect - IT Request Fulfillment

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.

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 Solution Architect - IT Request Fulfillment, you will own the technical solution architecture for Request Fulfillment and Service Catalog capabilities. You will translate complex business requirements into secure, scalable, standard-aligned solutions and remain hands-on where architecture decisions require prototypes, code reviews, troubleshooting, or critical development. 

• Own and evolve the target architecture for ServiceNow IT Request Fulfillment, covering Service Catalog, request and approval flows, fulfillment orchestration, notifications, portals, integrations and supporting platform services. 

• Translate business and process requirements into end-to-end solution designs, architecture decisions, technical specifications, reusable patterns and implementation guardrails. 

• Act as technical sparring partner for Product Owners, Process Owners, stakeholders, developers, testers and other ServiceNow product and architecture teams. 

• Ensure solutions remain close to the ServiceNow standard, minimize technical debt, support upgrades, and make effective use of future platform capabilities. 

• Define scalable automation patterns and reusable frameworks for catalog item delivery, approvals, fulfillment tasks, verifications, notifications and integrations. 

• Guide and review implementation quality across server-side and client-side development, configuration, data models, security, integrations and performance. 

• Lead technical design for integrations with enterprise systems and automation platforms, including interface contracts, error handling, monitoring and end-to-end dependencies. 

• Ensure security, privacy, compliance, governance, resilience and maintainability are built into solution designs and technical decisions. 

• Support root cause analysis and resolution of complex production issues across Request Fulfillment and Service Catalog solutions. 

• Use AI technologies to improve solution design, engineering quality, documentation, automation and team efficiency. Assess relevant ServiceNow AI capabilities for practical adoption. 

• Contribute actively within the DevOps product team and provide technical guidance, mentoring and clear architectural direction without losing hands-on delivery capability. 

• Service Catalog and Request Fulfillment: Catalog Items, Record Producers, Order Guides, Requests, Requested Items, Catalog Tasks, approvals, Standard Changes, notifications and fulfillment orchestration. 

• Automation: Flow Designer, subflows, actions, IntegrationHub, legacy Workflow, Business Rules, Script Includes, Scheduled Jobs, events and reusable automation frameworks. 

• Experience layer: Employee Center Pro and Service Portal, including catalog user experience, widgets/components. 

• Integration architecture: REST, SOAP, Import Set APIs, MID Server, PowerShell-based integrations, authentication, error handling, observability and connected-system dependencies. 

• Platform engineering: JavaScript, Glide APIs, scoped applications, update and deployment practices, data migration, Import Sets, Transform Maps, reports, dashboards, metrics and platform upgrades. 

• Security and data: ACLs, roles, groups, data protection, CMDB relationships, data quality and configuration lifecycle management.

• 7+ years of professional ServiceNow experience, including several years in solution architecture, technical architecture or lead developer responsibility for complex enterprise implementations. 

• Demonstrated architecture and hands-on delivery experience in Service Catalog and IT Request Fulfillment, including catalog data models, request and task lifecycle, approvals, fulfillment orchestration, notifications  and portal experience. 

• Advanced ServiceNow development skills in JavaScript, Glide APIs, Script Includes, Business Rules, Client Scripts, UI Policies, UI Actions, events, Scheduled Jobs and object-oriented design principles. 

• Strong practical experience with Flow Designer, reusable subflows/actions, IntegrationHub and maintainable enterprise automation patterns. 

• Proven integration architecture and implementation experience using REST, SOAP, Import Sets, MID Server, authentication mechanisms and external automation technologies such as PowerShell. 

• Ability to design solutions that are scalable, secure, upgradeable, supportable and close to out-of-the-box ServiceNow capabilities. 

• Strong understanding of platform security, ACLs, role-based access, data protection, governance, performance, error handling and operational monitoring. 

• Proven ability to review code and designs, diagnose complex cross-system issues, perform root cause analysis and guide developers through implementation. 

• Experience producing architecture deliverables such as solution designs, integration designs, data flows, decision records, non-functional requirements and implementation guardrails. 
• Use AI technologies to fulfill role responsibilities, improve solution design, automate tasks and enhance efficiency and quality.
• Explore, evaluate and empower the adoption of new AI technologies within the product team and the broader ServiceNow platform.

• Professional English communication skills and experience working with international, cross-functional Agile/Scrum/DevOps teams. 

• Completed degree in Computer Science, Information Technology, Software Engineering or an equivalent qualification. 

• Proven experience with Employee Center Pro or Service Portal, CMDB/CSDM concepts, data migration, platform upgrades, and enterprise reporting is strongly preferred. 

• Experience leading ServiceNow implementation projects or technically coordinating distributed delivery teams is advantageous. 
• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) are expected. ServiceNow Certified Technical Architect (CTA), progress toward the CTA credential or comparable demonstrated ServiceNow architecture expertise is highly preferred. Relevant Certified Implementation Specialist (CIS) certifications, particularly CIS-ITSM are advantageous.
• ITIL Foundation certification and project management knowledge are advantageous. 
• Experience in agile and hybrid working environments, combined with strong team orientation and a clear focus on goals.

• Basic knowledge of AI technologies and their practical application.
• Basic understanding of AI ServiceNow platform capabilities, including NowAssist.

Your ZEISS Recruiting Team:

Saptarshi Chowdhury