Johnson & Johnson Careers

Sr. Manager, IT Management Systems, Salesforce Service Cloud

New Brunswick, New Jersey
IT Management

Job Description

Requisition ID: 6606190205

Johnson & Johnson is currently recruiting for a Sr. Manager, IT Management Systems, Salesforce Service Cloud. The position will be based in New Brunswick, NJ.

Johnson & Johnson, through its operating companies, is the world's most comprehensive and broadly-based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices and diagnostics markets. We strive to provide scientifically sound, high quality products and services to help heal, cure disease and improve the quality of life.

Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

The Senior IT Manager, Management Systems implements the strategy, planning, and execution of enabling technology solutions for Enterprise Service Centers across the organization. The position is the Product Line Owner (PLO) for Salesforce Service Cloud in support of Case and Knowledge Management. Position works with business Product Owner to prioritize and implement required configurations to support business launches and implement ongoing Continuous Improvements. They own enabling technology solutions in run-state and to ensure that new technologies required to support the Global Services operation are delivered and operating procedures are in place for their on-going management. Other enabling technologies may be introduced in the service center stack which would require implementation and support.


  • Sets a clear vision for the product and is responsible for multi-generation product strategy
  • Maximizes ROI by identifying and prioritizing the product features by business value 
Business IT interface:
  • Understand the business’s needs and priorities from the product 
  • Negotiate with the business to see what items (story points) are built and which are backlogged based on capacity 
  • Accountable for the development work getting done correctly
Business requirements analysis:
  • Develops acceptance criteria 
  • Understands development estimates and how levels of effort impact the priority of requirements
Program oversight:
  • Tracks progress of product development in the context of the larger program (scrum master owns day to day burn down charts) 
  • Reports back to the business on status on the delivery of features, functionality, and applications 
  • Has a combination of global and regional accountability depending on product line scope

  • Bachelor’s Degree Required, master’s or Advanced Degree preferred
  • A minimum of 7 year’s business experience in technology, systems, data management, or other related IT experience required 
  • A minimum of 2 years’ experience supporting Salesforce and/or service center technologies required 
  • Experience coordinating Change Plans, process re-design, and technology rollouts required
  • Project management and organizational skills with the ability to manage multiple priorities in a dynamic and virtual environment required
  • Detailed understanding of key systems impacting cross-functional processes required 
  • Experience managing and implementing technology standardization and researching new innovative solutions that support on-going business needs required 
  • Strong influencing skills, with the ability to engage and drive outcomes with various levels of organizational leadership required
  • Very organized with strong attention to detail required
  • Highly self-motivated with ability to direct, lead, and motivate self and others required
  • Ability to set objectives, monitor and achieve for performance, and ensure high level of engagement and commitment required 
  • Knowledge of the Software Development Lifecycle (SDLC) process or experience with the Agile development process highly preferred 
  • Experience supporting a Shared Services environment and service center technologies highly preferred
  • Prior experience service center (Salesforce and Call Center as a Service) technologies preferred
  • Ability to build strong business partnerships required
  • Possesses strong leadership, negotiation, and influencing skills required
  • Excellent communication skills, both written and verbal with the ability to interact across all organizational levels required

Primary Location
United States-New Jersey-New Brunswick-
Johnson & Johnson (6067)
Job Function
IT Management
Requisition ID