Senior ServiceNow Platform Architect

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.

Job Function:

Technology Product & Platform Management

Job Sub Function:

Software Engineering – DevOps

Job Category:

People Leader

All Job Posting Locations:

Alabama (Any City), Alabama (Any City), Alaska (Any City), Arizona (Any City), Arkansas (Any City), California (Any City), Colorado (Any City), Connecticut (Any City), Delaware (Any City), Florida (Any City), Georgia (Any City), Hawaii (Any City), Idaho (Any City), Indiana (Any City), Iowa (Any City), Kansas (Any City), Kentucky (Any City), Louisiana (Any City), Maine (Any City), Maryland (Any City), Massachusetts (Any City), Michigan (Any City), Minnesota (Any City), Mississippi (Any City), Missouri (Any City) {+ 25 more}

Job Description:

At Johnson & Johnson Technology Services (TS), we empower our employees with transformative technology to shape the future of healthcare. As strategic problem solvers and innovators, we collaborate with leaders across corporate functions, sectors, and regions to align business strategies with technology solutions that deliver impactful outcomes. Through Expert Services and end-to-end product management, we simplify, strengthen, and automate technologies to enhance user experiences. We are recruiting for a Senior Manager / Principal ServiceNow Platform Architect (Enterprise GenAI & Platform Strategy) to be based in Raritan, NJ. Remote work options may be considered on a case-by-case basis and if approved by the Company. 

Own and evolve the enterprise ServiceNow platform (“Iris”) with a strong focus on GenAI (Now Assist / Agentic AI), platform architecture, and upgrade execution—ensuring platform coherence, scalable delivery, and executive‑level outcomes. This role plans and orchestrates work across solution architects and delivery partners, translating enterprise strategy into reliable, production‑ready capabilities.

We are a fast-moving team at the forefront of ServiceNow technology.  We run one of the largest ServiceNow instances in the world.  We take every major family upgrade, deploying about 45 days after ServiceNow releases them.  We have fully deployed most of the Now Assist ITSM skills into production, for both fulfillers (e.g. task summarization) and end users (e.g. NAVA).    Next step is deployment of Agentic Workflows into the platform.  We are also community leaders in the NJ SNUG and often present at the national Knowledge conferences .

• Define and maintain the ServiceNow platform strategy for IT, architecture standards, and governance, including GenAI/Agentic capabilities, automation, quality engineering, and security alignment.
• Ensure architectural coherence across process areas such as Incident, Change, CMDB, Knowledge, Discovery, and related domains.
• Advise cross‑functional teams on platform‑wide impacts of design decisions, data model changes, and customizations.

• Own the Now Assist roadmap, phased skill delivery, adoption tracking, and governance, driving measurable productivity and user‑experience outcomes.
• Partner with ServiceNow and other vendors on next‑generation AI capabilities, including Agentic AI and AI Agents, ensuring enterprise readiness and responsible adoption.

• Plan and lead major ServiceNow upgrades, coordinating assessment, defect remediation, go‑live execution, and post‑go‑live stabilization to minimize business disruption.
• Balance innovation with platform stability through disciplined release management and risk mitigation.

• Design, maintain, and actively manage workload assignments across multiple ServiceNow Solution Architects (your team), including capacity planning, ownership clarity, sequencing, and dependency management.
• Coordinate execution across internal architects and delivery partners without requiring direct line management authority.

• Lead vendor engagement across statement‑of‑work definition, delivery governance, entitlement and licensing considerations, forecasting, and escalation ownership.
• Drive resolution of complex technical and delivery issues through direct engagement with vendors and partners.

• Clearly and credibly explain complex ServiceNow architectures and GenAI solutions to a wide range of audiences, including technical peers, cross‑functional stakeholders, and senior leadership.
• Produce executive‑ready updates and artifacts that communicate value, risk, dependencies, and roadmap progress to support informed decision‑making and sponsorship.

• Ensure overall platform health through standards, automation, and proactive risk management.
• Support rapid resolution of high‑severity incidents and complex defects, serving as a trusted escalation point when needed

• At least 7 years of direct related experience.
• A Bachelor's degree or equivalent work experience.
• Deep, hands‑on expertise with the ServiceNow platform, including architecture and enterprise‑scale implementations.
• Proven experience shaping and delivering complex, cross‑functional ServiceNow solutions.
• Outstanding verbal English communication skills, with the ability to describe complex ServiceNow solutions clearly and effectively to both technical peers and senior leadership.
• Strong ability to influence without authority and work effectively across organizational boundaries.

• Hands‑on experience delivering and governing GenAI capabilities such as Now Assist and Agentic AI on ServiceNow.
• Hands‑on experience submitting and maintaining a mobile application in both the Apple App Store and Google Play Store, including release cycles and updates.
• Hands‑on experience managing workload assignments for multiple ServiceNow Solution Architects, including capacity planning and cross‑domain coordination.

• Stable, on‑time ServiceNow platform upgrades with minimal business disruption.
• Sustained growth and measurable value from GenAI / Now Assist capabilities.
• A durable workload‑planning model that improves delivery predictability and reduces fragmentation across architects.
• Strong executive confidence driven by clear communication, disciplined execution, and visible business outcomes.

#JNJTech

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 or contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

The anticipated base pay range for this position is :

$122,000.00 - $212,750.00

Additional Description for Pay Transparency:

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