Specialist, ServiceNow Support Engineering/Operations Support - Technology Workflows

MSD Malaysia; Hyderabad; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Merck & Co., Inc. in Hyderabad, India is seeking an experienced ServiceNow Administrator to join Corporate Systems. You will provide tier 2/3 operational support for ServiceNow apps, collaborate with engineering and vendors, and help manage releases, updates, and documentation.

The role requires a strong ITIL background, 4+ years of ServiceNow experience, and relevant CSA/CAD/CIS certifications, with a focus on CMDB and ITSM within a global healthcare context.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 4+ years of working experience as a ServiceNow support resource, preferably with CMDB, ITSM, Portal, Virtual Agent and/or custom scoped applications.
• ServiceNow CSA certification, CAD and CIS certifications are desirable.
• Strong knowledge of ITIL processes and best practices for IT Service Management.
• Excellent organizational and time management skills to manage multiple projects.

Responsibilities

• Provide tier 2 and tier 3 operational support for ServiceNow production deployed applications.
• Coordinate with Engineering and Vendor support for operational production updates.
• Create or update Service Catalog Items as needed.
• Support release migrations of update sets and configurations in prod and non-prod environments.
• Manage production and non-prod environments, including cloning, data migration, and configuration.
• Assist testing of ServiceNow configurations to ensure stability and accuracy.
• Maintain SDLC and technical documentation for all configurations and developments.

Skills

ServiceNow development

Operational support

ITIL knowledge

Agile methodologies

CMDB

ITSM

Service Catalog Items

Education

Bachelor’s degree in CS/IT

ServiceNow CSA Certification

ServiceNow CAD Certification

ServiceNow CIS Certification

Job description

Job Description Required Skills

Agile Application Development, Agile Methodology, Animal Vaccination, Application Maintenance, Cloning, Data Engineering, Data Migrations, Data Visualization, Design Applications, Digital Transformation, Information Technology (IT) Services, IT Operation, IT Service Management (ITSM), Multi-Management, Operations Support, Software Configurations, Software Development, Software Development Life Cycle (SDLC), Solution Architecture, System Designs, System Integration, Testing

Preferred Skills

Secondary Language(s)

Job Description

The Opportunity Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare. Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products. Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats. Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company’s IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy. A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview

The Role: We are seeking a skilled and experienced ServiceNow Admin to join our dynamic ServiceNow team in Corporate Systems. The ideal candidate should possess a strong technical background in ServiceNow development and Operational support. The role will collaborate with cross-functional teams to provide tier 1 and tier 2 level operational support for the ServiceNow applications deployed for Merck.

What will you do in this role

• Provide tier 2 and tier 3 operational support for any issues raised with ServiceNow production deployed applications for Merck as well as coordination of Problem Investigations (includes documenting)
• Coordinate with the Engineering team and Vendor support for any operational production updates and execute in support of meeting documented requests.
• Provide support as well as required creation or updates of Service Catalog Items
• Partner with engineering team for release support such as migration of update sets and configurations both in prod and non-prod environments where support is needed
• Support environment management (prod and non-prod) for instance activities such as cloning, data migration, and configuration where operations support is needed
• Support testing of ServiceNow configurations and developments to ensure system stability, reliability, and accuracy.
• Support in maintenance of comprehensive SDLC and technical documentation for all ServiceNow configurations, customizations, and developments.
• Stay up-to-date with the latest ServiceNow features, tools, and best practices.

What should you have

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 4+ years of working experience as a ServiceNow support resource, preferably with CMDB, ITSM, Portal, Virtual Agent and/or custom scoped applications.
• ServiceNow Certified System Admin (CSA) certification
• ServiceNow Certified Application Developer (CAD) certification is highly desirable
• ServiceNow Certified implementation Specialist (CIS) certification is highly desirable.
• In-depth knowledge of ITIL processes and best practices for IT Service Management.
• Excellent organizational and time management skills to manage multiple projects simultaneously.
• Understanding of Agile development methodologies is a plus.

Our technology teams operate as business partners, proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver services and solutions that help everyone be more productive and enable innovation.

Who we are

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

#MSDHYDIT

Employee Status: Regular

Job Posting End Date: 08/26/2026 *A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date.

Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.