Job Description

Required Skills : Agile Application Development, Agile Methodology, Client-Centric, Data Engineering, Data Migrations, Data Visualization, Design Applications, Information Technology (IT) Services, Information Technology Operations, IT Service Management (ITSM), Multi-Management, Operations Support, ServiceNow Implementation, ServiceNow Web Services, Software Configurations, Software Development, Software Development Life Cycle (SDLC), Solution Architecture, System Designs, System Integration, Teamwork, Testing

Preferred Skills : Current Employees applyHERE

Current Contingent Workers applyHERE

Secondary Language(s) Job Description : The Prospect

- 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. Join a team that is passionate about using data, analytics, and insights to drive decision-making and create custom software, allowing us to tackle some of the worlds 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 companys 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 ensure we can manage and improve each location, from investing in the 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. 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

This position is based in our Hyderabad location, and we follow a hybrid work policy.

What should you have :

- Bachelors degree in computer science, Information Technology, or a related field.
- 7 years of working experience as a ServiceNow Developer and Operations engineer preferably with HRSD, ITSM, and/or ITAM product expertise.
- ServiceNow Certified System Admin (CSA) certification
- ServiceNow Certified Application Developer (CAD) certification is highly desirable
- ServiceNow Certified implementation Specialist (CIS) certification is highly desirable.
- Proficiency in JavaScript, HTML, CSS, and XML with hands-on experience in ServiceNow scripting and development.
- In-depth knowledge of ITIL processes and best practices for IT Service Management.
- Strong analytical and problem-solving skills to design effective ServiceNow solutions.
- Strong knowledge and experience across ServiceNow product and process areas; HRSD, Hardware Asset Management, Security, ITOM and ITSM preferred.




- Ability to work collaboratively in a team-oriented environment, effectively communicating complex technical concepts to both technical and non-technical stakeholders.
- Excellent organizational and time management skills to handle multiple projects simultaneously.
- Understanding of Agile development methodologies is a plus.

What will you do :

- Lead dynamic squad of engineers and operations support to fast-track triaging efforts and drive troubleshooting inclusive of root-cause analysis towards the Incidents, Requests, Problems reported by users
- Collaborate across the ServiceNow value team and business stakeholders to understand business impact of issues reported and drive resolution of the issues including but not limited to Major Incident Management protocols.
- Act as the L3 Escalation Point: Provide advanced troubleshooting for complex ServiceNow incidents, API integration failures (e.g., outbound API errors), and data migration anomalies
- Leveraging experience from the operations support team and end user feedback, lead team in prioritization of Identified opportunities for improvements that would optimize ServiceNow solutions.
- Ensure squad follows consistent, required process to prioritize daily support tasks and ensure team provides swift resolution.
- Ensure team is compliant in maintaining comprehensive SDLC and technical documentation for all ServiceNow configurations, customizations, and developments.
- Stay up to date with the latest ServiceNow features, tools, and best practices.

Who we are : We are known as Merck Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been medicines and vaccines for many of the worlds most chall

📌 Sr. Spclst , Software Engineering (Hyderabad)
🏢 Msd
📍 Hyderabad