AI Sustainment Specialist

Job Description

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.

Role Summary

The HR Technology Configuration & Support Specialist supports AI‑enabled and intelligent automation solutions across the HR technology landscape. This role will initially focus on production support, basic configuration, and monitoring of HR automation and AI tools, with the expectation to expand into broader HR application support over time.

This role operates within the same India‑based HR Technology team, enabling strong collaboration across Workday and platform support functions.

Key Responsibilities

• Automation & AI Support: Provide frontline operational support for HR automation and AI‑enabled tools, ensuring reliability and timely resolution.
• Issue Diagnosis & Resolution: Apply structured troubleshooting techniques to isolate issues and validate fixes within defined guidelines.
• Configuration Support: Perform basic configuration adjustments and support changes for AI and automation solutions.
• Operational Communication: Communicate status, impact, and next steps clearly to HR and technology stakeholders.
• Testing & Validation: Participate in testing and validation of AI solutions, automations, and enhancements.
• Cross‑Team Collaboration: Partner with HR Technology, IT platform teams, and vendors to resolve production issues and drive improvements.

Required Qualifications

• Bachelor’s degree in IT, Engineering, Computer Science, or related field (or equivalent experience).
• 2–4 years of experience in application support, automation support, or technical operations.
• Exposure to RPA, AI tools, or enterprise automation platforms.
• Strong problem‑solving, communication, and documentation skills.

Preferred Qualifications

• Experience supporting HR technology environments.
• Familiarity with incident, problem, and change management practices.
• Interest in expanding skills across Workday modules and core HR technologies.

Required Skills:

Availability Management, Change Controls, Incident Management, Management System Development, Problem Management, Quality Assurance (QA), Service Delivery, SLA Management, Software Configurations, Software Development Life Cycle (SDLC), Testing

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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:

No relocation

VISA Sponsorship:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

**Valid D…