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:

Reliability Engineering

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson Technology Services (JJTS) is recruiting for a Sr Manager – Reliability services Application & Platform Maintenance - SAP Business Service supporting ERP Domain for North America. This position will be based in Raritan, NJ.

Caring for the world, one person at a time has encouraged and united the people of Johnson & Johnson for over 130 years. We embrace research and science -- bringing innovative ideas, products, and services to advance the health and well-being of people.

With $76.5 billion in 2017 sales, Johnson & Johnson 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 markets. There are more than 250 Johnson & Johnson operating companies employing over 125, 000 people and with products touching the lives of over a billion people every day, throughout the world. If you have the passion and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen.

Technology has a tradition at our company in the way we use it to accelerate and drive the products and services we provide. Our goal is to continuously innovate the landscape of products we deliver while making a lasting difference in people’s lives. If you want to take on the challenge of building something amazing for a global healthcare technology company, then this is the place for you.

This challenging opportunity will reside in our ERP Technology Services team overseeing SAP Suppply Chain business service. This role will directly report to the Director, ERP Services. In this role, the Service Manager incumbent will support the platform and application maintenance of all SAP Business services. This role will be responsible for Service Level Management, Application & Technology Portfolio Management, Financial Management, Incident/Problem Management, Knowledge Management, Compliance Activities, and Continuous Service Improvement. Responsible for the End to End experience of our customers and how our systems perform using industry-leading tools and approaches. Responsible to improve IT Product quality by focusing on preventative measures through automation to eliminate product reliability issues and collaborating with our Technology Product Owners (TPO) to deliver high quality and high availability.

Key Responsibilities:

Service Level Management

Ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets. Responsible for full SLM Lifecycle (Create SLAs/OLAs/Contracts, Define Service Level Requirements, Monitor & Report on Service Levels, Perform Service Level Reviews) including CSI initiatives that improve service. Reviews generated forecast, pricing, and billing with partners/customers. Educate partners and users on how to engage with AM (portfolio changes, request catalog, etc.). Ensure Data and Compliance Assessments are completed as required. Manage NC/CAPA as needed.

Application & Technology Portfolio Management

Analyze portfolio scope, identify opportunities, facilitate portfolio changes (add/change/deactivate). Manage the portfolio of business applications under AM support and ensures CMDB data accuracy. In partnership with App Dev and Infrastructure, identify ALM/TLM initiatives for inclusion in the PLO business plan. Perform impact assessment and high-level cost estimate.

Financial Management

Own vendor work orders & review and approve invoices submitted by vendors

Incident Management

Overall responsibility for Incident Management for SAP Supply Chain Business Services. Collaborate with other technology service teams to ensure incidents are efficiently investigated end-to-end with minimal hand-offs between teams. Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents. Owns communication to business/BT on major incidents.

Problem Management

Managing & providing guidance in analyzing problems for identifying the root cause, prioritization, and classification. Owns communication to business/BT on problem management progress.

Knowledge Management

Promotes KM best practices and champions improvement initiatives. Attend and contribute to KCS Council. Contribution and continued maintenance of KAs to repositories & coaching resources within the organization. Responsible for Knowledge Lifecycle (IT Knowledge Strategy, IT Knowledge Capture, IT Knowledge Structuring and Retention, IT Knowledge Access and Sharing).

Continuous Service Improvement

Utilizing KPIs and the voice of customers to identify & implement service improvement opportunities, self-service capabilities & automation to improve the overall service delivery. Collaborate with Technology Product Owners, and other Service Managers to identify and implement service management process improvements.

Every day, this role will provide you the opportunity to:

• Work directly with Business partners/ Technology Product Owners/developers/SaaS vendors/architects to drive solutions to build stronger more reliable SAP Supply Chain Business Services
• Engage in and improve our SAP Supply Chain Business Services applications — plan, source, manufacturing, transportation and finance along with deployment, operation, automation, and continuous improvement.
• Work to keep revenue and reputation-critical systems highly available and reliable by measuring and monitoring availability, performance, and overall system health.
• Perform Production Readiness reviews and ensure operational resource capacity based on the business criticality of the application.
• Interact with technologists around the world building global and regional services and relationships with some of the most passionate, dedicated, and caring individuals in the world.

Qualifications

Education:

Bachelor's degree in Information Systems or Computer Science or other work streams, or relevant work experience.

Experience and Skills:

In a world of rapid innovation, we seek a strong leader who wants to make an impact in all aspects of our business and enable breakthroughs

• 10+ years of experience supporting and administration of a wide variety of SAP applications and technology components such as SAP S/4HANA, ECC, BW, SRM, GRC, SAP Business Objects, NetWeaver Portal, Gateway/Fiori, LVM, Web Dispatcher
• Experience of ECC to S/4HANA transformation (Green Field/Brown Field) is preferred.
• S/4HANA and /or ECC Functional module experience is required
• Hands-on experience and S/4HANA certifications for functional area preferred.
• Experience working in SAP S/4HANA & ECC Application & Platform Services –Operational Support, Infrastructure Knowledge, Capacity, License & Release Management
• Experience working in one or multiple functional areas – SAP, and Health Care compliance
• Expertise in ITIL processes (incident management, change, problem, release management)
• Manage financials – create vendor work orders, review and approve invoices submitted by vendors
• Manage high-performance team, focused attention on performance metrics, procedural guidance, and continuous process improvement
• Experience working with one or multiple technologies – SAP, Informatica, Tableau, WebMethods
• Have strong systematic problem-solving experience, a sense of accountability, ownership, and drive.
• Ability to build, champion, and manage partner relationships as an application service manager
• Strong communication verbal & written; creating sound arguments, or to adequately representing both business and IT implications during a Major Service Disruption
• Maturity, high judgment, negotiation skills, ability to influence, analytical talent, and leadership are essential to success in this role
• Expert in collaboratively managing diverse relationships across geography and culture
• Focus on business outcomes, strategic thinker with the ability to prioritize team goals and activities
• Demonstrated ability to work independently and manage multiple projects simultaneously in a fast-paced environment
• Provide feedback candidly, openly, and constructively to direct reports, peers, and team members in the framework of the performance management conversations, as well as informally
• Seek out and apply feedback toward your own performance and career goals
  

10% travel- domestic/international

#JNJTech

#LI-Hybrid

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 & 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 contact us via https: //www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is:

$120, 000-$207, 000

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year Holiday pay, including Floating Holidays –13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours Additional information can be found through the link below. https: //www.careers.jnj.com/employee-benefits