Associate Director, Software Engineering
AI summary of the role
The Associate Director, ServiceNow ITSM Transformation & AI Operations leads the modernization of IT Service Management at a major biopharmaceutical company, driving AI-driven operations, automation, and process transformation.
What you’ll do
- Lead ITSM process transformation across Incident, Problem, Change, Request, and Major Incident Management.
- Drive adoption of AI-powered and Agentic AI solutions to automate service operations and workflow orchestration.
- Define and implement end-to-end workflows across ServiceNow, BigPanda, observability platforms, and SDLC tools (Jira, GitHub, Azure DevOps).
- Partner with Infrastructure, Engineering, Security, Architecture, and Product teams to improve operational resilience.
What you’ll bring
- Bachelor's or Master's degree in IT, 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.
Technologies
ServiceNow · Ansible · BigPanda · AIOps · ITOM · CMDB · Service Mapping · Agentic AI · Generative AI · Jira · GitHub · Azure DevOps
About Inventing for Life
Merck/MSD sells medicines, vaccines, and animal-health products globally, with oncology scale, vaccine franchises, and a large late-stage pipeline.
Public · 5000+ people
Source and classification
Internal deployment & tooling · Evidence for this classification:
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,
More from the job description
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 stake [... source excerpt omitted ...] ement, 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 mea [... source excerpt omitted ...] 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: EEOC Know Your Rights EEOC GINA Supplement 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
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