Manager- ServiceNow Solution Architect

Job Function:

Technology Product & Platform Management

Job Sub Function:

Software Engineering – DevOps

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Serve as the primary ServiceNow 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 ServiceNow 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 ServiceNow domain, from requirements through production support.
• Translate business needs into scalable ServiceNow 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 ServiceNow capabilities.

Domain Expertise & Collaboration

• Serve as the domain subject matter expert for assigned ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow upgrades and addressing customizations that impact upgrade outcomes.

Success Measures

• The owned ServiceNow domain remains stable, secure, and upgrade‑ready with low defect rates.
• Custom logic is intentional, minimal, and aligned with platform best practices.
• Stakeholders trust the quality and sustainability of solutions delivered within the domain.
• Technical risks and poor design patterns are identified and corrected early, not surfaced through incidents or failed upgrades.

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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](https://www.jnj.com/contact-us/careers) or contact AskGS to be directed to your accommodation resource.

About Us

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/._](https://nam04.safelinks.protection.outlook.com/?url=https%3A%2F%2Fsecure-web.cisco.com%2F1VE5rBy3ZBKLGEVuQmgiRJUQqwV95OYrnxyaVhzJaysQWz4Hoj8tT-N_66RjsbDKMZmTsY1F5sLjXo0O841REIIGY1ucj_ZVDbdXjpldvXQ-AfsHwupUtctmbE3oMKAfkQztJCSdBAPIhyWycZn_JB3jT0RAxttedk0H25zwKliG648pPywlZUfbavB-pshS9GvzJNnvizmY18hJnIYAjqxfqcjIpdlOoAuJGrElvvDzi7D6EdVjes8t4JHCLXPDsORWmoIqVLPxmkMCJNESZ1a59uwDKLVLHJUlY1sNokCYW8uKqM3_uWX5HWfEC1dQ1Wj8c5CI02PzMaW05SmQB7V2FeMq_ZaTA5QQugQ8dCIUMLVlyaUTlkuXkOtv09H7q21Z8k-km10LOlcto41K5koDyhjYSlDx8q5Ek9kbbLBeJRZZy8_XPOBr_XYL5FWxq0W5noKMrDr8NbaEoZYnFN_GQQUsGrzaG_x3AFUIrH9JL09ss7S5CeqM5V-rVCwH6_-QLxEGoBomA2qysLEouyw%2Fhttps%253A%252F%252Fwww.jnj.com%252F&data=05%7C02%7CMMankoff%40its.jnj.com%7C3f10f881d33f495abb2d08dc6465494f%7C3ac94b33913548219502eafda6592a35%7C0%7C0%7C638495633400268281%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=02rhQL%2BLaef3T8f7vQrbFHGyBcm7ay3%2Ft0Y9Teks8IU%3D&reserved=0)