Associate Director, Software Engineering

Role Overview

We are seeking an experienced leader in Service Now Quality Engineering for our Service Now team (Global Technology division). Collaborate with cross-functional teams to lead testing of developed and OOTB code, delivering automated and manual testing documents to validate approved requirements and expected OOTB behavior.

• Define and drive testing roadmap and QA standards across Service Now modules (ITSM, ITOM, IRM/GRC, HRSD, etc.).
• Create test plans and coordinate unit testing, SIT, regression testing, and UAT.
• Validate functionality, configurations, customizations, and integrations before Production promotion (major upgrades/patch cycles).
• Develop and execute a maturity roadmap to evolve Testing into Quality Engineering using AI-driven capabilities.
• Lead defect triage, analyze root causes, and partner with Developers and Product Owners for timely resolution.
• Build and scale automated test suites (Automate Pro Auto Testing and, where applicable, Service Now ATF).
• Perform data validation (e.g., CMDB integrity) and support data transforms for migrations.
• Establish/track quality KPIs (e.g., test coverage, defect leakage) and support testers in executing scripts.
• Lead, guide, and mentor junior engineers; distribute workloads across agile squads.

• Bachelor’s degree in IT, Computer Science, or any technology stream.

• 12+ years creating/executing/managing testing efforts.
• Automated Test Framework experience (Automate Pro knowledge highly desirable).
• ITIL knowledge/best practices for IT Service Management highly desirable.
• Excellent organization/time management;
  Agile understanding is a plus.

Agile methodology, Agile project management/scrum, application integrations, data engineering/visualization, SDLC, solution architecture, system design/integration, software development/configurations.

• Medical/dental/vision insurance
• retirement (401(k))
• paid holidays
• vacation
• compassionate and sick days