Manager, Service Request Automation Engineer

Job Description

The Opportunity

• Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.
• Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products.
• Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company’s IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview

The role will focus on developing and maintaining current and future products and services for the enterprise ServiceNow portal.  It is critical to driving the effort to define & deliver automated products or services that increase our company’s operational integrity & productivity and reduces costs related to initiating, assigning, and completing IT service requests.  The ServiceNow Request Automation Engineer is responsible for maintaining the enterprise ServiceNow portal design and code integrity, adhering to all standards and policies used within our company. The Engineer will assist other engineers and developers in the use of open protocols and platform APIs, along with automation vendor platforms, for supporting the design and development and integrating of IT solutions with the automation platform(s).  They will work with IT Automation and other Platform architects to maintain and evolve the ServiceNow Architecture.  The role works with internal technical specialists, architects, and external service providers to support the future direction of IT Automation.   The incumbent will support the implementation of IT Automation products and provide subject-matter expertise to all IT Automation developers.
 

What will you do in this role:

• Manage the design, procurement, installation, upgrading, operation, control, maintenance, and effective use of specific technology services.

• Follow standard approaches and established design patterns to create new designs for systems or system components.  Apply agreed standards and tools to achieve a well-engineered result.

• Carry out and also improve system software development and maintenance tasks by updating the product design to automate routine system administration tasks using standard tools and software development practices.

• Contribute to identification and prioritized adoption of Technology Engineering community practices within the products where you work.

• Work within a matrix organizational structure, reporting to both the functional manager and the Product manager.

• Participate in Product planning, execution, and delivery, ensuring alignment with Product goals.

What should you have:

• Bachelor’s degree in Information Technology, Computer Science or any Technology stream.
• 3 years and above of relevant experience
• Previous experience developing ServiceNow software solutions using JavaScript, Jelly, Web Services, MYSQL, XML, HTML and CSS
• Proficiency with ServiceNow Flow Designer and development of workflows, custom web services, custom notifications, assessments, custom applications
• Experience with various aspects of the ServiceNow platform including:
  • Configuration Management (CMDB) knowledge
  • Experience with administration of the ServiceNow Knowledge Base and Service Catalog.
  • Configuration of out-of-the-box workflows and creation/maintenance of custom workflows.
  • Configuration of application related fields, forms, views, email notifications, acceptance roles and access controls.
  • Integration of ServiceNow application(s) with third party systems/applications via APIs.
  • Knowledge of building out ServiceNow CMS (ESS – Employee Self Service Portal).
  • Proficiency with Flow Designer and development of workflows, custom web services, custom notifications, assessments, custom applications.
  • Strong knowledge of the ServiceNow data model and relationships
  • Experience administering a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI pages, UI actions, UI policies, ACLs, catalog items and updates of all other existing solutions requiring revisions.
  • Good communication skills
  • Flexibility to work a shift overlapping part of the US workday
• Previous experience with the development of automated testing solutions.
• ServiceNow certifications are a plus.

Our technology teams operate as business partners, proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver services and solutions that help everyone be more productive and enable innovation.

Current Employees apply HERE

Current Contingent Workers apply HERE

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. 

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