Associate Director, Software Engineering
MSD
Summary
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.
Job description
Job Overview
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.
Primary Responsibilities
- 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.
Required Qualifications
- 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.
Requirements
- 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
Benefits
- Medical, Dental & Vision
- 401(k) Retirement Benefits
- Paid Holidays
- Vacation
- Compassionate Leave
- Sick Days
- Annual Bonus
- Long-Term Incentive
Company overview
MSD, known as Merck Sharp & Dohme outside the United States and Canada, is a global research-intensive biopharmaceutical company headquartered in Rahway, New Jersey. Founded in 1891, the company has established itself as one of the world's leading pharmaceutical corporations with a rich history spanning over 130 years. MSD operates as the international division of Merck & Co., Inc., focusing on the discovery, development, manufacturing, and marketing of innovative medicines, vaccines, biologic therapies, and animal health products. The company's extensive portfolio includes groundbreaking treatments in oncology, infectious diseases, cardiology, diabetes, and vaccines, with notable products such as Keytruda (pembrolizumab) for cancer immunotherapy, Gardasil for HPV prevention, and Januvia for diabetes management. MSD maintains a strong commitment to research and development, investing significantly in scientific innovation to address unmet medical needs worldwide. With approximately 75,000 employees globally, the company operates through four main segments: pharmaceuticals, animal health, healthcare services, and strategic alliances. MSD's mission centers on using leading-edge science to save and improve lives around the world, guided by the principle that medicine is for people, not profits.