Associate Director, Software Engineering

MSD • Rahway, NJ

2d • Hybrid

About The Position

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.

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.

Nice To Haves

• 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.

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.

Benefits

• medical, dental, vision healthcare and other insurance benefits (for employee and family)
• retirement benefits, including 401(k)
• paid holidays
• vacation
• compassionate and sick days

What This Job Offers

• Job Type: Full-time
• Career Level: Director