Associate Director, Software Engineering

Role Overview

We are seeking an experienced leader in ServiceNow Quality Engineering to join our dynamic ServiceNow team in Global Technology division. The ideal candidate should understand the ServiceNow platform and Testing Strategies. The role will collaborate with cross-functional teams to lead a team that will be responsible for understanding the developed as well as OOTB code. ServiceNow Quality Engineering team shall deliver automated as well as manual testing documents for execution in support of validating approved requirements and expected system/solution OOTB behavior. This position is based in our West Point location, and we follow a hybrid work policy.

What will you do in this role

• Define, document, and drive the overarching testing roadmap and QA standards across ServiceNow modules (such as ITSM, ITOM, IRM/GRC, HRSD, etc)
• Create detailed test plans and coordinate all testing phases—including unit testing, system integration testing (SIT), regression testing, and User Acceptance Testing (UAT)
• Validate application functionality, configurations, customizations, and integrations prior to promoting updates into the Production environment, particularly during major ServiceNow upgrades and patch cycles
• Develop and execute a maturity roadmap to transform Testing into Quality Engineering excellence through the adoption of AI-driven capabilities.
• Lead defect triage meetings, analyze root causes of platform issues, and collaborate closely with Developers and Product Owners to ensure timely resolution
• Build, maintain, and scale automated test suites—primarily utilizing the AutomatePro AutoTesting and where applicable ServiceNow Automated Test Framework (ATF)—to shift left, improve efficiency, and accelerate release cycles.
• Perform rigorous data validation to ensure data integrity across critical platform directories like the CMDB (Configuration Management Database) and ensure data transforms for large data migration activities
• Establish and track quality KPIs (e.g., test coverage, defect leakage rates) to provide program leadership and executive sponsors with data-driven confidence in release readiness
• Support testers in the execution of test scripts.
• Lead, guide, and mentor junior testing engineers and distribute testing workloads efficiently across agile squads

Education

Bachelor’s degree in information technology, Computer Science or any Technology stream.

What should you have

• 12+ years of working experience creating, executing, and managing testing efforts.
• Automated Test Framework experience is required.
• AutomatePro working knowledge is highly desirable.
• In-depth knowledge of ITIL processes and best practices for IT Service Management is highly desirable.
• Excellent organizational and time management skills to handle multiple projects simultaneously.
• Understanding of Agile development methodologies is a plus.