Senior Manager, End User Services – GenAI, Data & Analytics at Johnson & Johnson

Raritan, New Jersey, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Technology, PharmaceuticalsIndustries

Requirements

Bachelor’s degree in Computer Science, Information Systems, Data Analytics, or related field
8+ years of progressive IT experience, including 3+ years in a management role leading end-user or digital workplace teams
Hands-on experience with Nexthink administration, analytics, and dashboard creation
Experience with ServiceNow platform
Proven success using Nexthink

Responsibilities

Develop and implement a roadmap for GenAI, Nexthink, data analytics, and Virtual Agent capabilities within End User Services
Partner with enterprise architecture, data governance, ServiceNow platforms and AI leadership teams to align EUS technology strategy with organizational objectives
Champion employee experience as a measurable business outcome using data-driven insights
Drive deployment and adoption of GenAI tools such as Microsoft Copilot, ChatGPT Enterprise, and ServiceNow GenAI across End User Services
Identify, design, and deliver high-value AI use cases that reduce manual effort, improve knowledge accessibility, and enhance productivity
Collaborate with cybersecurity and compliance teams to ensure secure and responsible AI operations
Leverage Nexthink to ensure continuous improvement of digital experience monitoring capabilities
Leverage Nexthink to proactively identify end-user difficulties, optimize endpoint performance, and reduce incident volume
Develop actionable dashboards and executive reporting using Power BI and Nexthink Analytics to track critical metrics such as digital experience score, device health, and user sentiment
Lead integration of Nexthink insights into automation and self-healing workflows
Partner with Managed Service Providers (MSPs) and internal teams to ensure Nexthink data quality, governance, and adoption across the enterprise
Lead strategy and continuous improvement for the Virtual Agent platform, driving increased self-service adoption and AI-assisted resolution
Oversee conversational design, intent accuracy, and knowledge management to improve user engagement and satisfaction
Collaborate with ServiceNow, Microsoft, and automation engineering teams to deliver seamless experiences
Lead and mentor a multidisciplinary team of engineers, data analysts, and automation specialists
Foster a culture of innovation, experimentation, and data-driven improvement
Manage vendor partnerships, budgets, and project delivery aligned to service experience goals

Skills

Key technologies and capabilities for this role

GenAIGenerative AIMicrosoft CopilotChatGPT EnterpriseServiceNow GenAINexthinkData AnalyticsVirtual AgentIntelligent AutomationServiceNowDigital Experience Analytics

Questions & Answers

Common questions about this position

Is this role remote or does it require being in the office?

The role is located in Raritan, NJ, indicating an on-site requirement.

What salary or compensation does this position offer?

This information is not specified in the job description.

What key skills and experiences are required for this Senior Manager role?

The role requires deep technical expertise in data and AI platforms, leadership in workplace transformation, proficiency with GenAI tools like Microsoft Copilot and ChatGPT Enterprise, Nexthink analytics, Power BI, and ServiceNow platforms.

What is the company culture like at Johnson & Johnson for this role?

The company emphasizes healthcare innovation, employee experience as a measurable business outcome, and collaboration across teams like enterprise architecture, data governance, AI leadership, cybersecurity, and Managed Service Providers.

What makes a strong candidate for this Senior Manager position?

Strong candidates will have strategic leadership experience in GenAI, data analytics, and virtual agents, with proven ability to partner across teams and drive adoption of tools like Nexthink, Power BI, and ServiceNow.

Johnson & Johnson

Healthcare products in pharmaceuticals and devices.

About Johnson & Johnson

Johnson & Johnson operates in the healthcare sector with three main areas: pharmaceuticals, medical devices, and consumer health products. In the pharmaceuticals segment, the company develops prescription drugs for various medical conditions such as cancer and infectious diseases. The medical devices segment provides products used in surgeries and other medical procedures, while the consumer health segment offers over-the-counter products, including baby care and personal health items. Johnson & Johnson generates revenue through direct sales and partnerships, and it invests significantly in research and development to create new products that meet the needs of consumers and healthcare providers. The company stands out from competitors by emphasizing diversity, equity, and inclusion in its workplace, fostering an environment where employees can share their perspectives. Its goal is to improve patient outcomes and enhance the overall health and well-being of individuals globally.

New Brunswick, New JerseyHeadquarters

1886Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

J&J faces a class action lawsuit in Australia over ineffective cold and flu medications.

Former J&J executives joining other firms could lead to increased competition.

Ongoing legal battles, like the lawsuit against Cigna, pose financial liabilities for J&J.

Differentiation

J&J operates in three segments: pharmaceuticals, medical devices, and consumer health.

The company invests heavily in R&D for innovative medical solutions and products.

J&J is committed to diversity, equity, and inclusion in its workplace culture.

Upsides

J&J's collaboration with Helsinki University Hospital focuses on value-based healthcare models.

The rise of personalized medicine offers J&J opportunities in targeted therapies.

Increased focus on digital health solutions presents expansion opportunities for J&J.

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