Job Description
Role Overview
We are seeking an experienced leader in ServiceNow Quality Engineering to join our dynamic ServiceNow team in Global Technology division. The ideal candidate should understand the ServiceNow platform and Testing Strategies.
The role will collaborate with cross-functional teams to lead a team that will be responsible for understanding the developed as well as OOTB code. ServiceNow Quality Engineering team shall deliver automated as well as manual testing documents for execution in support of validating approved requirements and expected system/solution OOTB behavior.
This position is based in our West Point location, and we follow a hybrid work policy.
What will you do in this role
Define, document, and drive the overarching testing roadmap and QA standards across ServiceNow modules (such as ITSM, ITOM, IRM/GRC, HRSD, etc)
Create detailed test plans and coordinate all testing phases—including unit testing, system integration testing (SIT), regression testing, and User Acceptance Testing (UAT)
Validate application functionality, configurations, customizations, and integrations prior to promoting updates into the Production environment, particularly during major ServiceNow upgrades and patch cycles
Develop and execute a maturity roadmap to transform Testing into Quality Engineering excellence through the adoption of AI-driven capabilities.
Lead defect triage meetings, analyze root causes of platform issues, and collaborate closely with Developers and Product Owners to ensure timely resolution
Build, maintain, and scale automated test suites—primarily utilizing the AutomatePro AutoTesting and where applicable ServiceNow Automated Test Framework (ATF)—to shift left, improve efficiency, and accelerate release cycles.
Perform rigorous data validation to ensure data integrity across critical platform directories like the CMDB (Configuration Management Database) and ensure data transforms for large data migration activities
Establish and track quality KPIs (e.g., test coverage, defect leakage rates) to provide program leadership and executive sponsors with data-driven confidence in release readiness Support testers in the execution of test scripts.
Education:
What should you have
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.
Required Skills:
Agile Methodology, Agile Methodology, Agile Project Management, Agile Scrum Development, Agile Tools, Application Integrations, Business Informatics, Data Engineering, Data Visualization, Design Applications, Information Engineering, Information Technology (IT), Iterative Development, Knowledge Sharing, Maturity Models, Platform Design, Platform Development, Platform Management, Process Maturity, Software Configurations, Software Development, Software Development Life Cycle (SDLC), Solution Architecture, System Designs, System Integration {+ 4 more}
Preferred Skills:
Current Employees apply HERE
Current Contingent Workers apply HERE
The primary location for this posting is:
USA - Pennsylvania - West Point
Where required by law, the compensation range for this role is provided below.
The salary range for the primary location of this role is:
$142,400.00 - $224,100.00
This range reflects the Company's reasonable expectation of the base salary applicable to this role at the time of posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.
Additional location(s): Please note the salary range above applies to the Primary Location of the position. Where a role has other listed locations, different compensation guidelines may apply. You may find the salary ranges for additional locations below. If the salary range is not listed for the location you are applying to, our Talent Acquisition team will provide further information to you relevant to your location.
Additional location(s) Compensation Information:
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
Regular
Relocation:
VISA Sponsorship:
Travel Requirements:
Flexible Work Arrangements:
Hybrid
Shift:
Valid Driving License:
Hazardous Material(s):
Job Posting End Date:
10/23/2026
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.
