Senior Specialist, AI Enterprise Automation

Senior Specialist, AI Enterprise Automation

The Opportunity

Right now, over 70,000 of our employees are working to cure the world’s most complex diseases. We know that our people are the key to our success, which is why our Human Resources team works to attract, develop, retain and inspire our people so that they can learn, grow and make a true impact on the world. Together we collaborate to create a culturally rich, diverse organization ensuring we remain innovative, agile and flexible.

Based in Hyderabad, this role sits within HR Operations, operating at the intersection of HR, technology, and digital enablement. As part of our growing Regional Capability Center, you will help build and scale the HR technology capabilities that support our global workforce—spanning platforms, data, automation, and emerging AI‑enabled solutions.

Here, your work directly supports a diversified portfolio of prescription medicines, vaccines, and animal health products—while helping shape the future of how HR delivers value through data, automation, and intelligent systems. Your ideas matter, your expertise drives impact, and your contributions help multiply our company’s ability to deliver for patients, colleagues, and communities worldwide.Are you passionate about driving reliability improvements and influencing solution supportability? Our company is seeking a dedicated HR Automation Technical Support Specialist to lead advanced troubleshooting and root cause analysis across complex automations. Join our team and be at the forefront of ensuring stable operations and continuous improvement in HR technology.

Responsibilities

• Own complex incident resolution across RPA, Office 365 automations, AI-enabled solutions, and hybrid architectures—driving consistent outcomes through Execution Excellence and Ownership and Accountability.
• Reduce recurring issues through durable corrective and preventative actions (documentation improvements, support readiness inputs, operational improvements).
• Lead root cause analysis across configuration, orchestration, integrations/dependencies, data flows, and upstream/downstream interactions; recommend fixes that address the underlying cause, not only symptoms.
• Apply Decision Making and Business Savviness to evaluate risk, impact, and tradeoffs (restore vs. remediate vs. redesign), and support disciplined resolution paths.
• Participate in design/development discussions to ensure full understanding of configuration choices and improve long-term troubleshoot ability and support readiness.
• Serve as the primary technical partner to IT/platform/development teams, using strong Influence and Productive Communication to accelerate resolution and align on next steps.
• Mentor R2 resources through coaching, paired troubleshooting, and runbook enhancement—supporting Coaching and Development, Talent Growth, and a consistent support model.
• Model inclusive collaboration and strong cross-functional partnership (e.g., Networking and Partnerships, Diversity and Inclusion).
• Drive improvements to monitoring expectations, troubleshooting guides, known error patterns, and transition-to-support standards—acting as a Change Catalyst and applying Innovation to strengthen the sustainment model.

Qualifications

Required

• Bachelor’s degree in IT, Engineering, Computer Science, or related field (or equivalent experience).
• 5+ years experience supporting enterprise automations and/or complex application ecosystems.
• Exposure to RPA(UI Path, Automation Anywhere), AI tools , or enterprise automation platforms.
• Demonstrated success leading deep troubleshooting and root cause analysis across integrated toolchains.
• Strong evidence of Enterprise Leadership Skills in action—particularly those tied to operational reliability and cross-team delivery (e.g., Execution Excellence, Ownership and Accountability, Decision Making, Change Catalyst).

Preferred

• HR technology domain experience.
• Experience influencing design-for-support (supportability, monitoring, documentation, operational readiness).

Required Skills:

Automation, Availability Management, Business Decisions, Change Controls, Computer Science, Cross-Functional Collaboration, Data Flows, Decision Making, Diversity and Inclusion (D&I), Documentations, HR Technology Strategy, Incident Management, Management System Development, Preventive Action, Problem Management, Quality Assurance (QA), Root Cause Analysis Training, Service Delivery, SLA Management, Software Configurations, Software Development Life Cycle (SDLC), Strategic Collaborations, Testing

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.