Manager- ServiceNow Solution Architect

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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 & Johnsons enterprise ServiceNow platform. This role emphasizes technical judgment platform sustainability and handson solution quality in a largescale 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 longterm 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 serverside logic over adhoc scripting.
• Design and maintain ACLs appropriate for a large enterprise environment including role/group strategy leastprivilege access performance considerations and audit readiness.
• Demonstrate strong judgment around configuration vs. customization actively avoiding unnecessary customization and protecting upgradeability and supportability.
• Support system decustomization and upgrade readiness by refactoring or removing custom logic that duplicates or conflicts with outofbox 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 handson (not delegated) experience designing solutions for a largescale 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).
• Handson experience implementing or supporting Now Assist features in production including domainlevel 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 upgradeready 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 or contact AskGS to be directed to your accommodation resource.

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Manager