Associate Director, Software Engineering
About The Position
The Associate Director, Software Engineering will lead ServiceNow Quality Engineering for the Global Technology division. The role 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 establishes testing roadmaps and standards across ServiceNow modules, plans and coordinates testing phases, validates functionality, configurations, customizations, and integrations before production releases, and advances testing maturity through AI-driven capabilities. It also leads defect triage, oversees test automation and data validation, tracks quality metrics, and mentors testing engineers across agile squads.
Requirements
- 12 or more years of experience creating, executing, and managing testing efforts.
- Experience with the ServiceNow Automated Test Framework (ATF).
- Bachelor’s degree in information technology, computer science, or a technology field.
- Excellent organizational and time-management skills, including the ability 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 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 promoting updates 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 work with developers and product owners to support timely resolution.
- Build, maintain, and scale automated test suites, primarily using AutomatePro AutoTesting and, where applicable, ServiceNow Automated Test Framework (ATF).
- Perform data validation to protect data integrity across platform directories such as the CMDB and validate data transforms for large migration activities.
- Establish and track quality KPIs, such as test coverage and defect leakage rates, to provide program leadership and executive sponsors with data-driven release-readiness information.
- Support testers in executing test scripts.
- Lead, guide, and mentor junior testing engineers and distribute testing workloads across agile squads.
Benefits
- Medical, dental, and vision healthcare and other insurance benefits for employees and families.
- Retirement benefits, including a 401(k).
- Paid holidays, vacation, and compassionate 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
