At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where sophisticated diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and where 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/ .

Diversity, Equity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.

When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough.

This position will lead the ISRM Service Catalog service request item development lifecycle through all phases of the intake, requirements gathering and development processes, using agile methodologies and in coordination with the Technology Services ServiceNow platform team. This position requires close collaboration with ISRM Product & Service owners to understand and document catalogue intake requirements and deliver effective intake forms. This position will also support the ISRM Demand Intake processes and be a key resource in the development of reporting requirements/reports and data analytics for transparency to all ServiceNow demand data. This position will be responsible for the ISRM Product & Service Engagement, General Consulting triage support queue and request resolution.

Responsibilities:

• Provide ISRM general consulting and ServiceNow technical support by triaging, analyzing, and fulfilling stakeholders' requests/tickets.
• Lead product development backlog through Agile methodology processes, such as Scrum and Kanban.
• Lead end-to-end catalogue item design, development, and implementation processes:
• Partner with ISRM product/service owners to understand business needs, transforming them into efficient demand intake solutions by offering UX and technical guidance.
• Build product mockups using ServiceNow Catalog Builder, collaborating closely with product owners for precision.
• Collaborate with the ServiceNow development team to ensure feasible product design and detailed implementation.
• Generate concise requirements documentation and development stories for submitting development requests.
• Conduct QA & usability testing during catalogue development and implementation, including environment testing during yearly platform upgrades.
• Create ServiceNow native live reports/dashboards and visual task boards. Provides support to the ISRM data analytics team on ServiceNow queries and report visualizations.
• Support the PSE Sr. Manager in crafting dashboards and materials displaying the team's achievements via value realisation metrics.
• Build user-friendly documentation empowering ISRM product/service owners to effectively leverage ServiceNow capabilities for better product/service management within the platform.
• Maintain and update the ISRM Service Portfolio in ServiceNow, including the Service Portfolio Governance documentation.

Other Duties:

• Ability to work in a fast-paced environment!
• Administers day-to-day operations to support the strategy of the function/department. Leads projects.
• Manages and provides technical leadership to professional/hourly-level contracted staff. Implements processes or functions.
• Experience working in an Agile Product Development setting.
• Effective communication abilities and adeptness in conducting meetings with stakeholders for gathering product/service requirements or offering technical assistance.
• Excellent documentation skills and ability to translate business needs and solution designs into requirements documents and development stories.
• Strong analytical, organisational, and problem-solving skills for sophisticated issues. Independent judgment to make decisions that directly impact the operational results of the business unit.
• Skilled in crafting user-friendly and easily understandable documentation and guidelines.

Loved this Job? See the requirements below!

• Bachelor's degree and minimum 5 years of relevant professional experience;
• 5 years of relevant professional experience, preferably in IT, and IT Security experience is a bonus;
• ServiceNow Task Management experience;
• Proficient in English;
• Familiarity with Application Development or related lifecycles.

Preferred Knowledge, Skills and Abilities:

• ServiceNow (Service Request Management module/catalogue design);
• Scrum/agile methodologies;
• Application development framework experience;
• Data Analytics concepts and applied knowledge are a plus;
• ITIL V3 or ITIL V4.