Analyst Tech Ops Supt

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:
Technology Operations Support

Job Category:
Scientific/Technology

All Job Posting Locations:
US160 NJ Raritan - 1003 US Highway 202 N

Job Description:

Johnson & Johnson Technology Services (JJTS) is recruiting for IT Analyst IM –System Engineer for Applicatio Maintenance and Platform support operations - supporting IM Health SAP Business Services for North America.

This role will drive Incident, Service and Change management driving efficiency in Speed, Quality, Cost and bring continuous Improvements.

 

An internal pre-identified candidate for consideration has been identified.

However, all applications will be considered.

Responsibilities:
Ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets.

Responsible for full SLM Lifecycle (Create SLAs/OLAs/Contracts, Define Service Level Requirements, Monitor & Report on Service Levels, Perform Service Level Reviews) including CSI initiatives that improve service.

Reviews generated forecast, pricing, and billing with partners/customers.

Incident Management



* Overall responsibility for Incident Management for SAP-IM Business Services.

Collaborate with other technology service teams to ensure incidents are efficiently investigated end-to-end with minimal hand-offs between teams.

Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents.


* Owns communication to business/BT on major incidents
 

Problem Management



* Managing & providing guidance in analyzing problems for identifying the root cause, prioritization, and classification.


* Owns communication to business/BT on problem management progress

​Continuous Service Improvement



* Monitor and measure the quality of IT operations, benchmark metrics, perform analysis and identify improvement actions (e.g.

ticket trends that should initiate chronic problem process, ticket reassignments)
 

Knowledge Management



* Responsible for receiving knowledge from service transition and ensuring support readiness


* Responsible for ensuring that knowledge is used appropriately across Inc and SRM

Required:

Bachelor's Degree

Preferred:


* Certification in areas of expertise desirable.


* Progressive experience in lea...