Life tastes better with ice cream
With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.
We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.
What truly sets us apart is how we work.
We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.
We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.
Job Title: ServiceNow & AI Solutions Specialist
Location: Pune
Reports To: Head of IT Service Management
Role Type: Full-Time
Role Overview
The ServiceNow & AI Solutions specialist will lead the strategy, delivery, and continuous improvement of ServiceNow platforms and AI-driven automation initiatives within the organization. This role requires a strong combination of ServiceNow expertise, AI/ML implementation skills, and people/technical leadership. The incumbent will play a key role in transforming IT Service Management (ITSM) through intelligent automation, workflow optimization, and platform governance.
Key Responsibilities
ServiceNow Ownership & Delivery
•Lead end-to-end design, development, deployment, and enhancement of ServiceNow modules (ITSM, ITOM, ITAM, HRSD, CSM, etc.).
•Define and maintain ServiceNow governance, best practices, coding standards, and development guidelines.
•Manage integrations between ServiceNow and other enterprise systems.
•Drive functionality upgrades, performance optimization, and health assessments.
•Oversee vendor partners, developers, and cross-functional teams involved in ServiceNow projects.
AI & Automation Leadership
•Architect and implement AI/ML solutions that enhance ITSM processes (e.g., predictive analytics, intelligent ticket routing, anomaly detection).
•Lead automation initiatives using AI, ServiceNow Virtual Agent, GenAI, and workflow orchestration.
•Evaluate and integrate AI-based tools such as chatbots, LLM-powered solutions, RPA, and AIOps.
•Conduct use-case assessments to identify opportunities for intelligent automation and process optimization.
Team & Stakeholder Management
•Lead and mentor a virtual team of external and TMICC ServiceNow and AI specialists, developers, and functional consultants.
•Partner with business stakeholders to translate requirements into scalable platform solutions.
•Collaborate with IT leadership to drive digital transformation and continuous improvement initiatives.
•Ensure clear communication of platform capabilities, roadmaps, and project statuses.
Compliance, Security & Quality Assurance
•Ensure platform compliance with internal security, audit, and regulatory requirements.
•Oversee testing, change management, and release management processes.
•Maintain robust documentation for designs, configurations, processes, and integrations.
Required Qualifications & Skills
Technical Skills
•8-10 years of hands-on experience working with ServiceNow (at least 3+ years in a lead or managerial capacity).
•Strong expertise in ServiceNow modules such as ITSM, ITOM, CMDB, Discovery, Service Catalog, and Workflow Designer.
•Proven experience implementing AI/ML solutions and automation frameworks.
•Proficiency with ServiceNow Virtual Agent, GenAI capabilities, and integrations via REST/SOAP APIs.
•Good understanding of data engineering concepts, NLP, and AI model deployment (preferred).
Certifications (Highly Preferred)
•ServiceNow Certified System Administrator (CSA)
•ServiceNow Certified Implementation Specialist (any module)
•ServiceNow Certified Application Developer (CAD) – preferred
•Certifications in AI/ML (Azure AI, Google Vertex AI, AWS Machine Learning, or equivalent)
•ITIL certification (Foundation or higher)
Leadership Skills
•Excellent stakeholder engagement, team management, and project delivery capability.
•Strong analytical thinking, problem-solving, and decision-making skills.
•Ability to manage multiple priorities in a fast-paced environment.
Key Competencies
•Strategic mindset with focus on innovation
•Strong communication and cross-functional collaboration
•Process-oriented with attention to detail
•Passion for automation and digital transformation
•Ability to translate business challenges into technical solutions
ARE YOU EXCITED TO CRAFT THE ICE CREAM FUTURE?
TMICC embraces diversity and encourages applicants from all walks of life. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.
Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications to TMICC’s career portal.
We take pleasure seriously. Join the Ice Cream team now!
#TMICC
Why join us?
This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could!
You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.
- Roles with real accountability and visible impact
- Free to move fast, experiment and challenge how things are done
- Continuous learning and development as the business grows
- Reward linked to performance and contribution.
Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.
Ready to build the future of Ice Cream?
If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps.
If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.
Additional information
The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.