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.

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 tools including Virtual Agent, Predictive Intelligence, and Now Assist (generative AI) to automate ITSM, ITOM, and HRSD workflows.

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.

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.

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.

- Solid understanding of CMDB and CSDM framework concepts.

- Practical experience implementing ServiceNow AI features with an AI-first mindset.

- Strong hands-on proficiency in Flow Designer, Business Rules, Script Includes, UI Policies, and Scoped Applications.

- Proven experience leading code reviews, sprint planning, and developer mentorship.

Preferred:

- Experience setting up new ServiceNow instances or performing cross-instance migrations.

- Hands-on exposure to ITAM (SAM / HAM) modules.

- Certifications: CSA, CAD, CIS (Discovery/Service Mapping), or ITIL v4 Foundation.