Associate Director, Software Engineering (ServiceNow AI Operations)

Location: Rahway, New Jersey, United States; hybrid work arrangement; position available to residents of the United States, Canada, and Puerto Rico.

Salary: $142,400–$224,100 annual base salary for the primary location; eligible for annual bonus and long-term incentive, if applicable.

Company

hirify.global is the hiring organization for this IT service management and software engineering leadership role.

What you will do

• Lead the strategy, transformation, and continuous improvement of Incident, Problem, Change, Request, and Major Incident Management processes.
• Drive adoption of AI-powered and Agentic AI solutions for service operations, incident resolution, and workflow orchestration.
• Define end-to-end workflows connecting ServiceNow, BigPanda, observability platforms, Jira, GitHub, and Azure DevOps.
• Partner with Infrastructure, Engineering, Security, Architecture, and Product teams to improve operational resilience and service quality.
• Identify and deliver AI, automation, and AIOps use cases that reduce manual effort and accelerate issue resolution.
• Establish governance, KPIs, value-realization metrics, and stakeholder adoption for future-state operating models.

Requirements

• Bachelor’s or Master’s degree in Information Technology, Computer Science, Engineering, or a related field.
• 12+ years of experience in ITSM, IT Operations, or ServiceNow leadership roles.
• ServiceNow certifications including CSA, CAD, CIS, and AI-related modules.
• Strong expertise in ServiceNow 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.
• Required skills include automation, business transformation, change management, data engineering, data visualization, solution architecture, system integration, systems automation, software development lifecycle, testing, orchestration, Red Hat Ansible, and workflow automation.

Nice to have

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

Culture & Benefits

• Hybrid work arrangement.
• Medical, dental, vision, and other insurance benefits for employees and families.
• Retirement benefits including 401(k).
• Paid holidays, vacation, compassionate leave, and sick days.
• Inclusive workplace with collaborative problem-solving and respect for diverse experiences and perspectives.