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

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 Med Tech, 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.

Job Function:
Technology Product & Platform Management

Job Sub Function:
Intelligent Automation Engineering

Job Category:
Scientific/Technology

All Job Posting Locations:
Raritan, New Jersey, United States of America

Job Description:

We are seeking the best talent for a Senior Manager, End User Services (GenAI, Data & Analytics, Virtual Agent) to be located in Raritan, NJ.

This role will lead the strategic and operational delivery of next-generation digital workplace capabilities, including enterprise Generative AI initiatives, data-driven insights, the Virtual Agent platform, and Nexthink digital experience analytics. This role will advance user experience through intelligent automation, proactive insights, and Automation driven optimization. The candidate combines deep technical depth in data and AI platforms with leadership experience in modern workplace transformation.

Key Responsibilities

Strategic Leadership

• Develop and implement a roadmap for GenAI, Nexthink, data analytics, and Virtual Agent capabilities within End User Services.
• Partner with enterprise architecture, data governance, Service Now 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.

GenAI Enablement

• Drive deployment and adoption of GenAI tools such as Microsoft Copilot, ChatGPT Enterprise, and Service Now 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.

Nexthink & Data Analytics

• 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.

Virtual Agent & Automation

• 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 Service Now, Microsoft, and automation engineering teams to deliver seamless experiences.

People & Performance

• 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.

Qualifications

Required

• 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 Service Now platform.
• Proven success using Nexthink insights to drive measurable improvements in device performance and employee satisfaction.
• Expertise in ITSM, data visualization (Power BI, Nexthink Analytics), and automation tools (Service Now, Power Platform).
• Solid understanding of GenAI technologies and their…