Associate Director, Software Engineering
Merck · Rahway, NJ
IT & SoftwareFull-time$142k–$224kCompany career page
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Role summary
Associate Director leading ServiceNow ITSM transformation and AI-driven operations modernization at a pharmaceutical company. The role focuses on automating service management processes, implementing intelligent workflows, and establishing an autonomous operating model across enterprise platforms.
What they're looking for
- Bachelor's or Master's degree in IT, Computer Science, Engineering, or related field
- 12+ years ITSM, IT Operations, or ServiceNow leadership experience
- ServiceNow certifications (CSA, CAD, CIS, AI-related modules)
- Expert-level ServiceNow ITSM and process transformation knowledge
- Experience with ITOM, Event Management, AIOps, workflow automation, enterprise integrations
- Proven track record leading large-scale transformation initiatives with measurable outcomes
What you'll be doing
- Lead strategy, transformation, and continuous improvement of ITSM processes including Incident and Change Management
- Drive adoption of AI-powered and Agentic AI solutions to automate service operations and incident resolution
- Define and implement end-to-end workflows across ServiceNow, BigPanda, observability platforms, and SDLC tools
- Partner with Infrastructure, Engineering, Security, and Architecture teams to improve operational resilience
- Establish governance frameworks, KPIs, and metrics for AI-enabled service operations value realization
Privacy & handoff
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