Associate Director, Software Engineering

Job Description

Job Overview

The Associate Director ServiceNow ITSM Transformation & AI Operations will lead the modernization of our Companys IT Service Management capabilities through AI-driven operations automation and process transformation. This role is responsible for advancing an intelligent operating model that connects ServiceNow Ansible BigPanda observability platforms and software development processes to improve service reliability operational efficiency and employee experience.

• Lead the strategy transformation and continuous improvement of ITSM processes including Incident Problem Change Request and Major Incident Management.

• Drive adoption of AI-powered and Agentic AI solutions to automate service operations incident resolution and workflow orchestration.

• Define and implement end-to-end workflows across ServiceNow BigPanda observability platforms and SDLC tools such as Jira GitHub and Azure DevOps.

• Partner with Infrastructure Engineering Security Architecture and Product teams to improve operational resilience and service quality.

• Identify and deliver high-value AI automation and AIOps use cases that reduce manual effort and accelerate issue resolution.

• Establish governance KPIs and value realization of metrics for AI-enabled service operations.

• Lead cross-functional initiatives and influence stakeholders to drive adoption of future-state operating models.

• Bachelors or Masters degree in Information Technology Computer Science Engineering or related field.

• 12 years of experience in ITSM IT Operations or ServiceNow leadership roles.

• ServiceNow certifications (CSA CAD CIS and AI-related modules)

• Strong expertise in ServiceNow ITSM and process transformation.

• Experience with ITOM Event Management AIOps workflow automation and enterprise integrations.

• Proven ability to lead large-scale transformation initiatives and deliver measurable business outcomes.

• Experience with ServiceNow ITOM CMDB Service Mapping AI Control Tower and AI Agents.

• Experience integrating with BigPanda or similar AIOps platforms.

• Knowledge of Agentic AI Generative AI intelligent automation and autonomous workflows.

• Experience integrating ServiceNow with DevOps and SDLC platforms.

• Experience in a regulated industry such as pharmaceuticals or healthcare.

• Increased automation and AI adoption across IT Operations.

• Reduced incident volume and mean time to resolution (MTTR).

• Improved service reliability and operational efficiency.

• Successful deployment of Agentic AI use cases and autonomous workflows.

• Measurable business value through process modernization and AI-driven transformation.

This leadership role will be instrumental in transforming our Companys IT Operations into an AI-enabled increasingly autonomous service management ecosystem.

Required Skills:

Automation Business Informatics Business Transformation Change Management Computer Science Data Engineering Data Visualization Design Applications Design for Maintainability Emotional Resilience Information Technology (IT) Information Technology Management Orchestration (Computing) Red Hat Ansible Service Operations Software Configurations Software Development Software Development Life Cycle (SDLC) Solution Architecture System Designs System Integration Systems Automation Testing Use Cases Workflow Automation

Preferred Skills:

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Our company is committed to inclusion ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race color age religion sex sexual orientation gender identity national origin protected veteran status disability status or other applicable legally protected a federal contractor we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws visit:

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The salary range for this role is

$142400.00 - $224100.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employees position within the salary range will be based on several factors including but not limited to relevant education qualifications certifications experience skills geographic location government requirements and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive if applicable.

We offer a comprehensive package of benefits. Available benefits include medical dental vision healthcare and other insurance benefits (for employee and family) retirement benefits including 401(k) paid holidays vacation and compassionate and sick days. More information about benefits is available at can apply for this role through (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

San Francisco Residents Only:We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only:We will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of applicable state and local laws including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives Please Read Carefully
Merck & Co. Inc. Rahway NJ USA also known as Merck Sharp & Dohme LLC Rahway NJ USA does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place introductions are position specific. Please no phone calls or emails.

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

09/18/2026

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