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Lead, Service Request Management


Johnson & Johnson Technology is recruiting for a Lead, Service Request Management. This role will be based out of Raritan, NJ.Johnson & Johnson, through its operating companies, is the world's most comprehensive and broadly-based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices and diagnostics markets. We strive to provide scientifically sound, high quality products and services to help heal, cure disease and improve the quality of life.Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.
The Lead, Service Request Management is a key member of the Service Request team, that owns the Iris Catalog, used by 140,000 J&J associates world-wide. In this role, you will be responsible for the intake of enhancements or creation of new service items, SRM system process improvements (i.e. SLA rules, business rules, CMS catalog improvements), and catalog integrations (i.e. SDDC, Windows 10, Office 365, etc.). You will coordinate focus of Application Services SRM development team (i.e. effort, capacity and resource planning)
Responsibilities:• You will manage and participate in various complex projects that support overall IT Service Management initiatives such as driving self-service, automation, participating in platform integrations, and improving the end-user experience.• Develop technical skills to become SME on all Service Catalog process responsibilities.• Participate in base business capacity planning based on governance procedures with service offering owners, SRM global process owner, and other key partners.• Work with architects, developers, service owners, fulfillment teams and other functional areas to identify deficiencies and drive improvements with a focus on the End User experience and increasing self-service.• Manage repository of service catalog item technical specifications as well as compliance of their version history and validated test completion history.

Qualifications
• A Bachelor’s degree or equivalent years’ experience is required.• Minimum 5 years of professional experience in IT is required, preferably in Infrastructure Management.• ITIL V3 Foundation certification is preferred.• Direct experience with Service-Now and/or other ITSM platforms is required.• Experience with Service catalog or Self Service is preferred.• Experience in one or more of the following methodologies: Agile, DevOps, Lean, Kanban is required.• Experience with analyzing business requirements to determine business value is required.• Experience in implementing service/ process improvement plans is preferred.• Experience with integrations between technical platforms is preferred.• Technical writing experience is preferred.• Prior experience working in a global environment is preferred.

Primary Location
United States-New Jersey-Raritan
Organization
Johnson & Johnson Services Inc. (6090)
Job Function
Info Technology
Requisition ID
1140171006