Product Manager, ITSM Process Automation

Company Name

Johnson & Johnson

Found Description

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 https://www.jnj.com.

Job Function

Technology Product & Platform Management

Job Sub Function

Technical Product Management

Job Category

Scientific/Technology

All Job Posting Locations

Beerse, Antwerp, Belgium, High Wycombe, Buckinghamshire, United Kingdom, Raritan, New Jersey, United States of America

Job Description

Join Us to Transform IT Operations!

Are you passionate about transforming the way IT services are delivered? Do you thrive at the intersection of process excellence and automation? We are seeking a driven and forward-thinking manager to join our growing team and lead the charge in optimizing our core ITSM processes using our ServiceNow ITSM platform.

This is an exciting opportunity to shape the future of how we manage and govern Incident, Problem, Change, and Request Management. You’ll work hands-on with ITSM process owners, process users and platform engineers to uncover automation opportunities, design intelligent workflows, and bring operational efficiencies to life through workflows and AI.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

• United Kingdom- High Wycombe - Requisition Number: R-027342
• Beerse, Belgium - Requisition Number: R-027343

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

What We're Looking For

• A curious mind with a passion for improving user experience through automation.
• Someone who sees the big picture but sweats the details of process design and data flow.
• A natural collaborator who enjoys engaging with stakeholders and turning ideas into working solutions.
• A self-starter who’s not afraid to experiment, iterate, disrupt and lead change.

What You'll Do

• Collaborate with ITSM process owners and process end-users to map current and future state user-journeys, workflows, pain points, and success measures.
• Identify, assess, and prioritize automation opportunities across ITSM processes, with a focus on repetitive, manual, or high-friction activities.
• Design process automations, intelligent workflows, and leverage evolving platform AI capabilities like Now Assist.
• Prototype, build, and test solutions and/or work closely with developers to deliver robust implementations.
• Monitor and analyze automation performance, making iterative improvements based on feedback and data.
• Stay current on ServiceNow platform capabilities, emerging automation technologies, and ITIL 4 best practices.

Required Skills & Experience

• Strong knowledge of core ITSM processes: Incident, Problem, Change, and Request Management.
• Experience mapping processes, user-journeys and identifying optimization or automation opportunities.
• Excellent analytical thinking and visualization skills including expertise in productivity and collaboration tools to deliver effective storytelling.
• Hands-on experience crafting and building automations in ServiceNow (Flow Designer, Business Rules, Workflows, etc.) or other workflow based platforms.
• Ability to collaborate cross-functionally and translate stakeholder needs into practical automation designs.
• Experience with system integrations.

Preferred Skills & Nice-to-haves

• ServiceNow certifications.
• ITIL 3/4 certification.
• IT Operations experience (application / infrastructure).

Why join us?

• Be a key contributor in shaping a next-generation ITSM experience using automation and intelligence.
• Work in a high-impact role that bridges process excellence with technology enablement.
• Collaborate in a supportive, innovative environment with opportunities to learn and grow.

READY TO BUILD THE FUTURE OF IT SERVICE DELIVERY?

Apply now and contribute your passion, creativity, and leadership to Johnson & Johnson’s next-generation digital workplace. Let’s make IT service management smarter, faster, and more human-centered!

The anticipated base pay range for this position is:

$100,000-$172,500

Additional Description For Pay Transparency

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.