Service Maintenance & Operations Specialist
Full time @Johnson & Johnson in Pharmaceuticals Shortlist Email JobJob Detail
-
Job ID 3015
-
Career Level Others
-
Experience 5 Years
-
Qualifications Degree Bachelor
Job Description
Johnson & Johnson Technology Services (JJTS) is recruiting for a Senior Analyst – Service Maintenance & Operations Specialist focusing on Supply Chain Quality systems. This position is best placed in the United States preferably in NJ.
Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 130 years. We embrace research and science – bringing innovative ideas, products and services to advance the health and well-being of people.
With $81.6 billion in 2019 sales, Johnson & Johnson 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 markets. There are more than 250 Johnson & Johnson operating companies employing over 125,000 people and with products touching the lives of over a billion people every day, throughout the world. If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen.
Role Description
The candidate is a collaborator, innovator with demonstrated analytical abilities. This opportunity requires excellent technical, problem-solving, and communication skills. This candidate should possess verifiable leadership qualities including being proactive, thoughtful, thorough, decisive, and flexible, conducting themselves professionally and with integrity at all times. The candidate is not a policy maker/spokesperson but drives to get the right things done. At the core of the position is delivery, automation, innovation, and relentless pursuit of highly performant products.
The role will be focused on Application Maintenance for our Quality systems leading our partners in delivering best in class support and monitoring. The role will be empowered to manage vendor support teams to meet SLA’s, tracking metrics, service requests, incident management, problem management and vendor management. The role will also be responsible for transitioning new applications into the TS Application Maintenance operating model.
Responsibilities include:
Request Management – Accountable for service request fulfillment according to SLA (Request Approval, Cancellation, Evaluation, Fulfillment, Initiation, Review and Close, Validation and Classify)
Event Management – Accountable for incidents and alerts generated by Event Management (Correlate & Filter Event, Select Event Response, Review & Close Event)
Incident and Outage Management – Accountable for incident management and timely resolution according to SLA.
- For P1/P2 Incidents – own communications (to PLO, SO, QS LT) and ensure vendor team are sending to user community
- Ensuring the vendor team is following the incident management process e.g. updating the ticket on a timely manner
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.
- This includes support process adherence, identifying incorrect behavior and owning corrective actions
- Responsible to clearly communicate to Engagement Manager and Platform Reliability Engineer (PRE) on current status and potential threats to SLA
- Responsible for continued monitoring, review and updates of Operational Tasks executed by Vendor partners.
- Provide requirements for automation and process improvement to PRE
- Ensures the ticket volumes for the consumption-based model remain within budget
- Engages with other team members to drive best practice
Service Level Management
- Assess vendor performance and identify improvement plans to support service reviews
- Supports Engagement Managers with understanding operational support metrics and sharing feedback to development teams to support better ‘DevOps’
Qualifications
- A minimum of a Bachelor’s Degree or equivalent experience is required for this position
- 5+ years of related work experience required, with 3+ years in highly matrixed large enterprise organizations preferred.
- Solid understanding of ITIL (Service Management processes – specifically Incident, Problem and Change Management)
- Solid understanding of GxP and Change Control required
- Strong verbal and written communication skills, enabling effective interaction with teams located in different regions/countries.
- Strong analytical and problem-solving skills
- Familiarity with software validation
- Previous experience and/or knowledge of IT infrastructure, security protocols and processes, etc. is preferred
- Experience delivering IT services in large complex enterprises is required.
- Must be able to solve complex business problems and present recommendations to management effectively
- Experience in the Medical Devices/Pharmaceutical/Healthcare industries with strong business acumen.
- Familiarity with Agile Methodology is preferred
- Must have strong planning, organizational, and decision-making skills
- Must be able to define, shape, and drive projects to completion while effectively collaborating with others
- Ability to lead and influence others at multiple levels within the organization
- Must be self-motivated and be able to operate with minimal supervision.
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.
Primary Location
United States-New Jersey-Raritan-
Other Locations
United States, United States-New Jersey-Raritan, United States-New Jersey-Raritan, United States-New Jersey-Raritan, United States-New Jersey-Raritan, United States-New Jersey-Raritan, United States-New Jersey-Raritan, United States-New Jersey-Edison, United States-New Jersey-Morris Plains, United States-New Jersey-Morris Plains, United States-New Jersey-New Brunswick, United States-New Jersey-New Brunswick, United States-New Jersey-New Brunswick, United States-New Jersey-New Brunswick, United States-New Jersey-North Brunswick, United States-New Jersey-Piscataway, United States-New Jersey-Princeton, United States-New Jersey-Skillman, United States-New Jersey-Somerville, United States-New Jersey-Titusville, United States-New Jersey-West Trenton
Organization
Johnson & Johnson Services Inc. (6090)
Job Function
Info Technology
Requisition ID
2005861060W
