Manager- ServiceNow Solution Architect

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., 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.

• 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., Agile Decision Making, Agile Methodology, Conflict Resolution, Developing Others, DevOps, Human-Computer Interaction (HCI), Inclusive Leadership, IT Deployment, Leadership, People Performance Management, Process Improvements, Product Configuration, Resource Planning, Scripting Languages, Software Development Management, Team Management, Technical Credibility

The anticipated base pay range for this position is: $102,000- $177,100, 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

J&J Family of Companies (Raritan, NJ)

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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.