Associate Director, Software Engineering
About The Position
The Associate Director, Software Engineering will lead ServiceNow Quality Engineering within the Global Technology division. The role collaborates with cross-functional teams and leads a team responsible for understanding developed and out-of-the-box ServiceNow code, and delivering automated and manual testing documentation to validate approved requirements and expected system behavior. The position is based in West Point, Pennsylvania, and follows a hybrid work policy. The role defines testing roadmaps and QA standards across ServiceNow modules, plans and coordinates testing phases, validates platform functionality and integrations before production releases, and advances testing maturity through AI-driven capabilities. It also leads defect triage and root-cause analysis, builds and scales automated testing, validates platform data and migrations, tracks quality KPIs, and mentors testing engineers. The position requires a bachelor's degree in a technology-related field and 12 or more years of testing experience.
Requirements
- Bachelor's degree in information technology, computer science, or a technology-related field.
- 12 or more years of experience creating, executing, and managing testing efforts.
- Experience with Automated Test Framework (ATF).
- Strong understanding of the ServiceNow platform and testing strategies.
- Excellent organizational and time-management skills to handle multiple projects simultaneously.
Nice To Haves
- Working knowledge of AutomatePro.
- In-depth knowledge of ITIL processes and IT Service Management best practices.
- Understanding of Agile development methodologies.
Responsibilities
- Define, document, and drive the overarching testing roadmap and QA standards across ServiceNow modules, including ITSM, ITOM, IRM/GRC, and HRSD.
- Create detailed test plans and coordinate unit testing, system integration testing (SIT), regression testing, and User Acceptance Testing (UAT).
- Validate application functionality, configurations, customizations, and integrations before updates are promoted to production, particularly during major ServiceNow upgrades and patch cycles.
- Develop and execute a maturity roadmap to advance testing into Quality Engineering excellence through AI-driven capabilities.
- Lead defect triage meetings, analyze root causes of platform issues, and collaborate with Developers and Product Owners to resolve issues promptly.
- Build, maintain, and scale automated test suites, primarily using AutomatePro AutoTesting and, where applicable, ServiceNow Automated Test Framework (ATF).
- Perform data validation to ensure integrity in critical platform directories such as the CMDB and validate data transforms for large data migrations.
- Establish and track quality KPIs, such as test coverage and defect leakage rates, to provide program leadership and executive sponsors with data-driven confidence in release readiness.
- Support testers in executing test scripts.
- Lead, guide, and mentor junior testing engineers and distribute testing workloads across agile squads.
Benefits
- Medical, dental, vision, and other insurance benefits for employees and families.
- Retirement benefits, including 401(k).
- Paid holidays, vacation, compassionate days, and sick days.
- Eligible for an annual bonus and long-term incentive, if applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Director
