Associate Director, Software Engineering

Data Visualization Service Management Application Design Systems Automation Service Operations Workflow Management Systems Integration Workflow Automation Software Development Contingent Workforce Business Informatics IT Service Management Solution Architecture Information Technology Operational Efficiency Intelligent Automation Process Transformation Operational Resilience Artificial Intelligence Business Transformation IT Security Architecture Influencing Without Authority Continuous Improvement Process Systems Development Life Cycle Software Development Life Cycle Key Performance Indicators (KPIs) Information Technology Operations Information Technology Management Generative Artificial Intelligence Configuration Management Databases AIOps (Artificial Intelligence For IT Operations), The Associate Director, ServiceNow ITSM Transformation & AI Operations will lead the modernization of our Company’s 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., Data Visualization Service Management Application Design Systems Automation Service Operations Workflow Management Systems Integration Workflow Automation Software Development Contingent Workforce Business Informatics IT Service Management Solution Architecture Information Technology Operational Efficiency Intelligent Automation Process Transformation Operational Resilience Artificial Intelligence Business Transformation IT Security Architecture Influencing Without Authority Continuous Improvement Process Systems Development Life Cycle Software Development Life Cycle Key Performance Indicators (KPIs) Information Technology Operations Information Technology Management Generative Artificial Intelligence Configuration Management Databases AIOps (Artificial Intelligence For IT Operations) +0

Google IT Automation with Python, Data Visualization Service Management Application Design Systems Automation Service Operations Workflow Management Systems Integration Workflow Automation Software Development Contingent Workforce Business Informatics IT Service Management Solution Architecture Information Technology Operational Efficiency Intelligent Automation Process Transformation Operational Resilience Artificial Intelligence Business Transformation IT Security Architecture Influencing Without Authority Continuous Improvement Process Systems Development Life Cycle Software Development Life Cycle Key Performance Indicators (KPIs) Information Technology Operations Information Technology Management Generative Artificial Intelligence Configuration Management Databases AIOps (Artificial Intelligence For IT Operations) +0

Google IT Automation with Python

Salesforce Developer Associate Director, Software Engineering Merck & Co., Inc

Rahway, NJ*On-Site

Finance SAP FI/CO Operations Management Governance Innovation Accounting Compassion Prioritization General Ledger Team Leadership Business Process SAP Applications Telephone Skills Functional Design SAP Configuration Workday (Software) Industry Standards Contingent Workforce Business Requirements Order To Cash Process Change Control Process Supply Chain Management Enterprise Resource Planning Integrated Business Planning +0

DevOps Github Ansible Operations Leadership Automation Governance Innovation Resilience ServiceNow Compassion Agentic AI Reliability AI Adoption Observability Pharmaceuticals Microsoft Azure Change Requests Maintainability Computer Science Telephone Skills Event Management Data Engineering Change Management Value Realization Influencing Skills Workday (Software), * Bachelor’s or Master’s 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.

Preferred Qualifications

• 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.

Success Measures

• 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 Company’s 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, Valid Driving License, Ansible Operations Leadership Automation Governance Innovation Resilience ServiceNow Compassion Agentic AI Reliability AI Adoption Observability Pharmaceuticals Microsoft Azure Change Requests Maintainability Computer Science Telephone Skills Event Management Data Engineering Change Management Value Realization Influencing Skills Workday (Software)

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

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The salary range for this role is $142,400.00 - $224,100.00

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.