Job Description

The Position

Are you passionate about ensuring operational excellence across a global enterprise? We are seeking a strategic, hands-on Service Specialist to join our Infrastructure Security team and own global operational governance across Change, Demand, Incident and Problem Management. The ideal candidate will have demonstrable experience leading ITIL-aligned processes for Zero Trust, Network and Endpoint security products across US, EMEA and APAC, deep working knowledge of ServiceNow ITSM and Jira, and a proven track record of driving measurable process and service improvements.

What will you do?

• Lead and oversee global change requests for security products, ensuring compliance with ITIL standards, internal SOPs and applicable regulatory requirements.
• Act as the primary coordinator and representative for the team with the Global IT / Our Manufacturing Division Change Advisory Board (CAB) across US, EMEA and APAC, facilitating CAB sessions and managing a high-volume portfolio with strong compliance and minimal incidents.
• Coordinate closely with Subject Matter Experts (SMEs) to align RFC content to CAB requirements — clearly communicating technical and business impacts and ensuring risk assessments are accurate and actionable.
• Manage end to end governance of the change lifecycle: intake and assessment, preauthorization, scheduling, implementation oversight, postimplementation review and closure.
• Drive continuous improvement of the change program through KPI and KRI oversight specific to Zero Trust, Infrastructure and Network Security; implement improvements such as standardized templates and pre‑approved change models to accelerate secure deployments.
• Coach and mentor SMEs and requestors to ensure all change submissions meet process and SOP requirements and reduce rework or rejected RFCs.
• Prepare demand management meeting agendas and reviews that enable the leadership team to make timely decisions on new, in-progress and backlog demands.
• Facilitate demand prioritization to align resources with high-value and business critical security projects; ensure strategic focus across Infrastructure Security initiatives.
• Review and triage new requests in Jira, providing actionable insights to optimize resource utilization and project delivery efficiency.
• Maintain and continuously improve the Infrastructure Security inventory report to ensure accurate visibility of managed/owned security products and their demand footprint.
• Lead and coordinate Root Cause Analyses (RCA) with SMEs and Infrastructure Security leadership; define, track and validate Corrective and Preventive Actions (CAPAs) to prevent recurrence.
• Oversee the end-to-end lifecycle of problem investigations, ensure known error records and problem artifacts are accurately maintained in ServiceNow, and validate problem closure evidence.
• Produce reporting on major and non‑major incidents, highlight trends and recurring issues.
• Design and implement standardized change request templates and pre‑approved change models that improved RFC quality and reduced approval latency for security deployments.
• Create ServiceNow KPIs and dashboards to measure change, incident and problem performance; use analytics to guide continuous improvement activities.
• Establish weekly review processes with SMEs to identify and reduce backlogs in changes, incidents and service requests, improving throughput and operational efficiency.
• Partner with cross-functional teams to analyze recurring incidents and implement process or technical remediations that significantly reduced service disruption rates.

Qualifications, Skills & Experience Required

• Bachelor’s degree in computer science, Information Technology, or a related technical field
• Minimum 7 years’ progressive experience in IT Service Management with a focus on global operational processes; proven experience supporting US, EMEA and APAC regions
• Demonstrable, hands-on experience with ServiceNow ITSM (Change, Incident, Problem modules), including building dashboards and maintaining problem/known error records
• Practical knowledge of Network and Endpoint security and Zero Trust concepts and tooling, with experience coordinating changes and incident responses for security products
• Strong working knowledge of ITIL and its practical application in enterprise operations (ITIL V3 experience documented; ITIL v4 desirable)
• Excellent analytical, problem solving, leadership and stakeholder management skills; proven ability to run Major Incident Task Forces, conduct RCAs and drive CAPAs
• Proven track record of driving process improvements that deliver measurable outcomes (reduced approval times, reduced incident recurrence, improved RFC quality)

Nice to have

• Master’s degree in a relevant field
• ITIL v4 Foundation or higher
• PMP or equivalent project management certification
• Experience in large, geographically distributed enterprise environments and managed services models

What we offer

• Exciting work in a great team, global projects, international environment 
• Opportunity to learn and grow professionally within the company globally 
• Hybrid working model, flexible role pattern (e.g., even 80% full-time is possible in justified cases) 
• Pension and health insurance contributions 
• Internal reward system plus referral programme 
• 5 weeks annual leave, 5 sick days, 15 days of certified sick leave paid above statutory requirements annually, 40 paid hours annually for volunteering activities, 12 weeks of parental contribution 
• Cafeteria for tax free benefits according to your choice (meal vouchers, Lítačka, sport, culture, health, travel, etc.), Multisport Card 
• Vodafone, Raiffeisen Bank and Foodora discount programmes
• Up-to-date laptop and iPhone 
• Parking in the garage, showers, refreshments, massage chairs, library, music corner 
• Competitive salary, incentive pay, and many more 

Ready to take up the challenge? Apply now! 
Know anybody who might be interested? Refer this job!

Required Skills:

Accountability, Accountability, Application Security, Backlog Management, Certificate Services, Change Request Management, Cloud Security, Computer Science, Cybersecurity, Cybersecurity Analytics, Cybersecurity Operations, Delivery of Security Applications, Design Applications, Information Security, Information Technology Infrastructure Library (ITIL), Infrastructure Security, IT Demand Management, Management Process, Manufacturing Compliance, Network Segmentation, Operational Technology (OT) Security, Product Prioritization, Regulatory Requirements, Secure Deployment, Services Management {+ 7 more}

Preferred Skills:

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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:

11/3/2025

*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.