Associate Director, Software Engineering

Job Description Job Overview The Associate Director, Service Now ITSM Transformation & AI Operations will lead the modernization of our Company's IT Service Management capabilities through AI-driven operations, automation, and process transformation. This role is responsible for advancing an intelligent operating model that connects Service Now, Ansible, Big Panda, observability platforms, and software development processes to improve service reliability, operational efficiency, and employee experience.

• Lead the strategy, transformation, and continuous improvement of ITSM processes, including Incident, Problem, Change, Request, and Major Incident Management.
• Drive adoption of AI-powered and Agentic AI solutions to automate service operations, incident resolution, and workflow orchestration.
• Define and implement end-to-end workflows across Service Now, Big Panda, observability platforms, and SDLC tools such as Jira, Git Hub, and Azure Dev Ops.
• Partner with Infrastructure, Engineering, Security, Architecture, and Product teams to improve operational resilience and service quality.
• Identify and deliver high-value AI, automation, and AIOps use cases that reduce manual effort and accelerate issue resolution.
• Establish governance, KPIs, and value realization of metrics for AI-enabled service operations.
• Lead cross-functional initiatives and influence stakeholders to drive adoption of future-state operating models.

• Bachelor's or Master’s degree in Information Technology, Computer Science, Engineering, or related field.
• 12+ years of experience in ITSM, IT Operations, or Service Now leadership roles.
• Service Now certifications (CSA, CAD, CIS, and AI-related modules)
• Strong expertise in Service Now ITSM and process transformation.
• Experience with ITOM, Event Management, AIOps, workflow automation, and enterprise integrations.
• Proven ability to lead large-scale transformation initiatives and deliver measurable business outcomes.

• Experience with Service Now ITOM, CMDB, Service Mapping, AI Control Tower, and AI Agents.
• Experience integrating with Big Panda or similar AIOps platforms.
• Knowledge of Agentic AI, Generative AI, intelligent automation, and autonomous workflows.
• Experience integrating Service Now with Dev Ops and SDLC platforms.
• Experience in a regulated industry such as pharmaceuticals or healthcare.

• Increased automation and AI adoption across IT Operations.
• Reduced incident volume and mean time to resolution (MTTR).
• Improved service reliability and operational efficiency.
• Successful deployment of Agentic AI use cases and autonomous workflows.
• Measurable business value through process modernization and AI-driven transformation.

Automation, Business Informatics, Business Transformation, Change Management, Computer Science, Data Engineering, Data Visualization, Design Applications, Design for Maintainability, Emotional Resilience, Information Technology (IT), Information Technology Management, Orchestration (Computing), Red Hat Ansible, Service Operations, Software Configurations, Software Development, Software Development Life Cycle (SDLC), Solution Architecture, System Designs, System Integration, Systems Automation, Testing, Use Cases, Workflow Automation

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.

As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities.

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when…