Senior ServiceNow Platform Architect

Johnson & Johnson • Raritan, NJ

5h • Hybrid

About The Position

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) t o 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 .

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• Platform Strategy & Architecture 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.
• GenAI Ownership (Now Assist / Agentic AI) 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.
• Release & Upgrade Orchestration 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.
• Work Planning & Orchestration 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.
• Vendor & Commercial Leadership 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.
• Executive Communication 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.
• Operational Stewardship 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level