Associate Director, ServiceNow QA & Quality Engineering

Merck & Co.; West Point (PA); Hybrid; USD 142,000 - 224,000; Full time

Benefits offered by this job

Medical

Dental

Vision care

Retirement benefits (401k)

Paid holidays

Vacation

Compassionate and sick days

Job summary

Merck & Co. in the United States (PA West Point) seeks an experienced leader in ServiceNow Quality Engineering to guide a global Team into automated and manual testing, ensuring OOTB and customized code quality across ITSM, ITOM, and GRC ecosystems.

The role emphasizes defining testing roadmaps, leading cross-functional collaboration, and maturing Testing into Quality Engineering with AI-enabled capabilities. Hybrid work arrangement and strong ITIL/SDLC knowledge are key assets.

Qualifications

• 12+ years of working experience creating, executing, and managing testing efforts.
• Automated Test Framework experience is required. AutomatePro working knowledge is highly desirable.
• In-depth knowledge of ITIL processes and best practices for IT Service Management is highly desirable.
• Excellent organizational and time management skills to handle multiple projects simultaneously.
• Understanding of Agile development methodologies is a plus.

Responsibilities

• Define, document, and drive the overarching testing roadmap and QA standards across ServiceNow modules.
• Create detailed test plans and coordinate all testing phases–unit testing, SIT, regression, and UAT.
• Validate application functionality, configurations, customizations, and integrations prior to production releases.
• Develop and execute a maturity map to transform Testing into Quality Engineering with AI-driven capabilities.
• Lead defect triage meetings and ensure timely resolution with Developers and Product Owners.
• Build, maintain, and scale automated test suites using AutomatePro and ServiceNow ATF.
• Perform data validation to ensure data integrity across CMDB and large data migrations.
• Establish and track quality KPIs for leadership with data-driven release readiness.
• Mentor junior testing engineers and distribute workloads across agile squads.

Skills

Agile Methodology

Agile Project Management

Agile Scrum Development

Agile Tools

SDLC

System Integration

Solution Architecture

Data Visualization

Knowledge Sharing

Education

Bachelor's degree in information technology, Computer Science or any Technology stream

Tools

AutomatePro

ATF (ServiceNow Automated Test Framework)

Job description

Merck & Co. in the United States (PA West Point) seeks an experienced leader in ServiceNow Quality Engineering to guide a global Team into automated and manual testing, ensuring OOTB and customized code quality across ITSM, ITOM, and GRC ecosystems.

The role emphasizes defining testing roadmaps, leading cross-functional collaboration, and maturing Testing into Quality Engineering with AI-enabled capabilities. Hybrid work arrangement and strong ITIL/SDLC knowledge are key assets.