Associate Director, Software Engineering

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.

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

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

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

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

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

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

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

• 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.

• 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.

Current Employees apply HERE

Current Contingent Workers apply HERE

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 characteristics.  As 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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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

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 employee’s 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 https://jobs.merck.com/us/en/compensation-and-benefits.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.