Specialist, 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 Automation and Customer Portals team function provides IT automation to IT community and business customers.  The ServiceNow Request Automation Engineer serves as a key role for the design, implementation & evolution of all products and services as part of the Automation and Client Enabling Technologies (ACE) product line. The work will focus on developing and maintaining current and future products and services for the enterprise ServiceNow portal.

This role is critical to driving the effort to define & deliver automated products or services that increase operation 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.

Key requirements of the role include:

• Previous experience developing ServiceNow software solutions using JavaScript, Jelly, Web Services, MYSQL, XML, HTML and CSS.

• Aptitude for learning new technologies quickly.

• Experience with databases and Object-Relational Mapping (ORM) frameworks (e.g., Sequalize).

What will you do in this role

• Five years+ of experience in IT platform/service/software engineering, direct business engagement, and multiple technology domains

• Broad technical knowledge across IT platforms and integrations

• Ability to communicate and build relationships outside IT

• Strong knowledge of: Agile delivery & practice,

• Strong communication skills

• Ability to work in a multi-cultural environment

• Flexibility to work a shift that overlaps the US work day

• Experience with databases (PostgreSQL, Oracle, MS SQL or other).

• Experience with development tools like ESLint (CSS lint, HTML Lint) and unit testing (Mocha, Chai, Jest, or others)

• Optional Bachelor’s degree in computer science or similar field of study.

• Experience with various aspects of the ServiceNow platform including Configuration Management (CMDB) knowledge.

Required Skills:

Availability Management, Capacity Management, Change Controls, Configuration Management (CM), Design Applications, Incident Management, Information Technology (IT) Infrastructure, IT Service Management (ITSM), Software Configurations, Software Development, Software Development Life Cycle (SDLC), Solution Architecture, System Administration, System Designs

Preferred Skills:

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Secondary Language(s) Job Description:

What should you have

• Experience with administration of the ServiceNow Knowledge Base and Service Catalog.
• Configuration of out-of-the-box workflows and creation/maintainenance 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.

Skills Desired:

• Build high-quality, clean, scalable, and reusable code by enforcing best practices around software engineering architecture and processes (Agile mindset and practices).
• Produce clean code based on specifications and requirements and document the work accordingly.
• Help design and implement new products and features while also enhancing the existing product suite.
• Working with global teams and remote collaboration.
• Demonstrated work experience in a DevOps environment and Agile practices.
• Previous experience with the development of automated testing solutions.

Who we are

We are known as MSD & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for lives, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.
#HYDIT2026

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. 

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

04/6/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.