Associate Director, Software Engineering

• Define, document, and drive the overarching testing roadmap and QA standards across Service Now modules including ITSM, ITOM, IRM/GRC, and HRSD
• Create detailed test plans and coordinate unit, system integration, regression, and User Acceptance Testing phases
• Validate application functionality, configurations, customizations, and integrations before Production promotion
• Support testing during major Service Now upgrades and patch cycles
• Develop and execute a maturity roadmap transforming Testing into Quality Engineering excellence through AI-driven capabilities
• Lead defect triage meetings and analyze root causes of platform issues
• Collaborate with Developers and Product Owners to ensure timely defect resolution
• Build, maintain, and scale automated test suites using Automate Pro Auto Testing and, where applicable, Service Now Automated Test Framework (ATF)
• Perform data validation for data integrity across critical platform directories such as the CMDB
• Ensure data transforms for large data migration activities
• Establish and track quality KPIs, including test coverage and defect leakage rates
• Provide program leadership and executive sponsors with data-driven confidence in release readiness
• Support testers in executing test scripts
• Lead, guide, and mentor junior testing engineers
• Distribute testing workloads efficiently across agile squads

• Bachelor’s degree in information technology, Computer Science, or any Technology stream
• 12+ years of working experience creating, executing, and managing testing efforts
• Automated Test Framework experience required
• Automate Pro working knowledge highly desirable
• In-depth knowledge of ITIL processes and best practices for IT Service Management highly desirable
• Excellent organizational and time management skills to handle multiple projects simultaneously
• Understanding of Agile development methodologies is a plus
• Experience with Service Now platform and testing strategies
• Knowledge of developed and out-of-the-box (OOTB) code
• US and Puerto Rico residents only
• 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

Demonstrates expertise in Quality Engineering and Testing, with a strong focus on Service Now modules, automated testing frameworks, and data integrity management. Proven ability to lead testing efforts, mentor teams, and implement quality KPIs to ensure release readiness.

• Automated Test Framework Experience
• Service Now Platform Testing Strategies
• Defect Triage Leadership
• Agile Methodology Proficiency
• Data Validation and Integrity Management

• Test Plan Creation
• Unit Testing
• System Integration Testing
• Regression Testing
• User Acceptance Testing
• Data Migration
• Quality KPIs Tracking
• Root Cause Analysis
• Software Configurations
• Agile Project Management

• Organizational Skills
• Time Management
• Collaboration
• Mentoring
• Knowledge Sharing

• Bachelor’s Degree in Information Technology
• Bachelor’s Degree in Computer Science

• ITIL Processes
• IT Service Management
• Agile Development Methodologies
• Software Development Life Cycle (SDLC)
• Platform Management

• Automate Pro Auto Testing
• Service Now Automated Test Framework
• Agile Tools
• Data Visualization Tools
• Application Integration Tools