Senior ServiceNow Quality Engineering Lead

MSD; West Point (MS); Hybrid; GBP 107,000 - 168,000; Full time

Job summary

Merck & Co., Inc. is seeking a senior leader for ServiceNow Quality Engineering in the Global Technology division. You will drive testing strategy, oversee both automated and manual testing, and ensure quality across ITSM, ITOM, and HRSD domains.

The role requires 12+ years in testing, knowledge of ITIL, and hands-on experience with AutomatePro and ServiceNow ATF in a hybrid environment. Location: Rahway, NJ with flexible/hybrid work policy.

Qualifications

• 12+ years of experience creating, executing, and managing testing efforts.
• Automated Test Framework experience is required; AutomatePro experience is highly desirable.
• In-depth knowledge of ITIL processes and IT Service Management.

Responsibilities

• Define, document, and drive the overarching testing roadmap and QA standards across ServiceNow modules (ITSM, ITOM, IRM/GRC, HRSD).
• Create detailed test plans and coordinate all testing phases (unit, SIT, regression, UAT).
• Validate application functionality, configurations, customizations, and integrations before Production upgrades/patch cycles.
• Develop and execute a maturity roadmap to transform Testing into Quality Engineering excellence using AI-driven capabilities.
• Lead defect triage meetings, analyze root causes, and collaborate with Developers and Product Owners for timely resolution.
• Build, maintain, and scale automated test suites using AutomatePro AutoTesting and ServiceNow ATF.
• Perform rigorous data validation across CMDB and data migration activities.
• Establish and track quality KPIs to provide data-driven confidence in release readiness; support testers in script execution.
• Lead and mentor junior testing engineers and distribute workloads across agile squads.

Skills

Agile Methodology

Agile Project Management

Software Development

System Integration

Education

Bachelor’s degree in IT/CS

Tools

AutomatePro AutoTesting

ServiceNow ATF

Job description

Merck & Co., Inc. is seeking a senior leader for ServiceNow Quality Engineering in the Global Technology division. You will drive testing strategy, oversee both automated and manual testing, and ensure quality across ITSM, ITOM, and HRSD domains.

The role requires 12+ years in testing, knowledge of ITIL, and hands-on experience with AutomatePro and ServiceNow ATF in a hybrid environment. Location: Rahway, NJ with flexible/hybrid work policy.