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At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:

Technology Product & Platform Management

Job Sub Function:

Multi-Family Technology Product & Platform Management

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson is currently recruiting for a Senior Director, Enterprise Observability, Service Management Office, and Digital Command Center (DCC) for the J&J Technology organization (JJT) and will be based in Raritan, NJ.

The Enterprise Observability (EO), Service Management Office (SMO), and Digital Command Center (DCC) Global Leader will drive the strategy and development of the EO program, application performance management, monitoring, event correlation, and the skilled facilitation of the most complex and impactful IT incidents around the globe. Additionally, the SMO is responsible for the IT Service Management (ITSM) platform (ServiceNow) as well as the functions of change, incident, and problem management for the entire IT organization.

This position will establish the ITSM technology strategy and roadmap, develop process and policy standards, define performance metrics, promote ongoing training and development, implement governance, and drive continuous improvement of the capabilities.

Using metrics and key performance indicators, the SMO and DCC team will identify trends, anticipate problems, carry out root cause analyses and work across IT functions to implement preventative measures. Additional areas of responsibility and oversight will include:

Defining the overall data and tools strategy for the enterprise observability program, enterprise monitoring, and event correlation.

Driving measurable improvements for Major Incident Management in the Digital Command Center. Responding to, mobilizing, and driving resolution for critical outages. Evaluating, selecting, and implementing tools and processes to improve major incident response.

Leading the development of the end-to-end ServiceNow and monitoring platforms, including the related lifecycle management of the platforms.

Maintaining the service/product portfolio, service roadmaps and service catalog and process maps.

Facilitating operational reviews with senior IT leadership and service owners.

Improving the employee experience through implementing employee service portal strategy using ServiceNow Employee Service Center

Sustaining the Service Operational Processes: Incident, problem, change/release management, service request/catalog management, and knowledge management.

Driving CMDB adoption and sustainment: Configuration management, asset management, CMDB accuracy and completeness. Auto-Discovery and automation strategy

Qualifications

• Bachelor’s level degree or equivalent is required; Master’s level degree, MBA or equivalent, with an emphasis in Computer Sciences, Engineering or MIS is preferred

• Certification in ITIL or related areas of expertise is desirable

• Prior experience working in healthcare and/or Health Sciences field is preferred

• Ten or more years of experience in leadership roles within Information Technology

• Must possess the ability to provide strong leadership in support of the IT service management strategy

• IT service management platform delivery and operations experience is required; ServiceNow platform delivery experience is a plus

• Must possess experience leading large and complex projects and the ability to influence and lead senior leadership teams

• Strong people management and development skills

• Strong analytical skills

• Experience working with global teams (within multiple countries, regions) and associated cultural awareness

• Must have strong knowledge of the technology industry; experience working within a regulated industry is a plus

• Strong verbal and written communication skills, including formal presentation skills

• Experience owning an IT Operations function and experience in overseeing large, complex budgets is preferred

• Strong learning agility and ability to acquire technical and business concepts quickly is highly desirable

• The ability to successfully balance multiple critical issues and priorities simultaneously and experience working with multiple internal and external customers is required

• Domestic and International travel up to 10% - 15% will be required

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is :

$173,000 - 299,000.00 USD Annually

Additional Description for Pay Transparency:

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.