Manager- ServiceNow Solution Architect

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. Learn

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As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Technology Product & Platform Management

Job Sub Function:

Software Engineering - Dev Ops

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Serve as the primary Service Now Solution Architect for an assigned process area (e.g., Incident, Change, CMDB, Discovery), owning the design and implementation of scalable, secure solutions within Iris, Johnson & Johnson's enterprise Service Now platform. This role emphasizes technical judgment, platform sustainability, and hands‑on solution quality in a large‑scale, highly governed environment.

Key Responsibilities:

Solution Architecture & Delivery

* Own architectural design and configuration decisions for a specific Service Now domain, from requirements through production support.

* Translate business needs into scalable Service Now solutions that align with enterprise standards and long‑term platform strategy.

* Design and implement solutions using appropriate platform constructs (configuration first, customization only when justified).

Technical Engineering Standards

* Apply disciplined use of Business Rules and Script Includes, favoring reuse, encapsulation, and maintainable server‑side logic over ad‑hoc scripting.

* Design and maintain ACLs appropriate for a large enterprise environment, including role/group strategy, least‑privilege access, performance considerations, and audit readiness.

* Demonstrate strong judgment around configuration vs. customization, actively avoiding unnecessary customization and protecting upgradeability and supportability.

* Support system de‑customization and upgrade readiness by refactoring or removing custom logic that duplicates or conflicts with out‑of‑box Service Now capabilities.

Domain Expertise & Collaboration

* Serve as the domain subject matter expert for assigned Service Now areas, supporting design reviews, backlog refinement, and complex issue resolution.

* Partner closely with platform leadership (M2) to ensure domain solutions align with upgrade plans, architectural standards, and GenAI initiatives.

Required Experience & Skills

Required

* Minimum 5 years of hands‑on (not delegated) experience designing solutions for a large‑scale Service Now platform.

* Demonstrated ability to design and implement solutions using Business Rules, Script Includes, and ACLs in a controlled enterprise environment.

* Deep expertise in at least one Service Now process area (e.g., Incident, Change, CMDB, ITOM, GRC).

* Strong technical judgment around performance, security, maintainability, and upgrade impact.

* Clear communication skills, with the ability to explain technical design decisions to both technical peers and functional stakeholders.

* Candidates will be expected to describe specific, real examples of their technical decisions and implementations during the interview process.

Strongly Preferred

* Two or more current Service Now certifications, such as:
Certified Implementation Specialist (CIS) - ITSM, CMDB, ITOMCertified Application Developer (CAD)
Certified System Administrator (CSA).

* Hands‑on experience implementing or supporting Now Assist features in production, including domain‑level enablement, troubleshooting, and adoption support.

* Experience participating in major Service Now upgrades and addressing customizations that impact upgrade outcomes.

Success…