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

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at

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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 ServiceNow 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 ServiceNow 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 BIand Nexthink Analyticsto 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 ServiceNow 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

• Bachelors 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 ServiceNow 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 (ServiceNow Power Platform).
• Solid understanding of GenAI technologies and their application within enterprise IT.
• Exceptional communication and customer engagement skills.

Preferred

• Masters degree in Data Analytics Business Administration or related field.
• Certifications such as ITIL Nexthink Experience Power BI Data Analyst or AI Fundamentals.
• Experience in managing outsourced or global end-user support operations.

Key Competencies

• Strategic and analytical thinking
• Data-driven decision-making
• Innovation and continuous improvement
• Technical depth in Nexthink and AI ecosystems
• Strong leadership and communication

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 external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource.

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Senior Manager