Senior Manager, End User Services – Genai, Data & Analytics

Senior Manager, End User Services (GenAI, Data & Analytics, Virtual Agent)

We are seeking the best talent for a Senior Manager, End User Services (GenAI, Data & Analytics, Virtual Agent) to be located in Raritan, NJ. This role will lead the strategic and operational delivery of next-generation digital workplace capabilities, including enterprise Generative AI initiatives, data-driven insights, the Virtual Agent platform, and Nexthink digital experience analytics. This role will advance user experience through intelligent automation, proactive insights, and Automation driven optimization. The candidate combines deep technical depth in data and AI platforms with leadership experience in modern workplace transformation.

Key Responsibilities

Strategic Leadership

• Develop and implement a roadmap for GenAI, Nexthink, data analytics, and Virtual Agent capabilities within End User Services.
• Partner with enterprise architecture, data governance, ServiceNow platforms and AI leadership teams to align EUS technology strategy with organizational objectives.
• Champion employee experience as a measurable business outcome using data-driven insights.

GenAI Enablement

• Drive deployment and adoption of GenAI tools such as Microsoft Copilot, ChatGPT Enterprise, and ServiceNow GenAI across End User Services.
• Identify, design, and deliver high-value AI use cases that reduce manual effort, improve knowledge accessibility, and enhance productivity.
• Collaborate with cybersecurity and compliance teams to ensure secure and responsible AI operations.

Nexthink & Data Analytics

• Leverage Nexthink to ensure continuous improvement of digital experience monitoring capabilities.
• Leverage Nexthink to proactively identify end-user difficulties, optimize endpoint performance, and reduce incident volume.
• Develop actionable dashboards and executive reporting using Power BI and Nexthink Analytics to track critical metrics such as digital experience score, device health, and user sentiment.
• Lead integration of Nexthink insights into automation and self-healing workflows.
• Partner with Managed Service Providers (MSPs) and internal teams to ensure Nexthink data quality, governance, and adoption across the enterprise.

Virtual Agent & Automation

• Lead strategy and continuous improvement for the Virtual Agent platform, driving increased self-service adoption and AI-assisted resolution.
• Oversee conversational design, intent accuracy, and knowledge management to improve user engagement and satisfaction.
• Collaborate with ServiceNow, Microsoft, and automation engineering teams to deliver seamless experiences.

People & Performance

• Lead and mentor a multidisciplinary team of engineers, data analysts, and automation specialists.
• Foster a culture of innovation, experimentation, and data-driven improvement.
• Manage vendor partnerships, budgets, and project delivery aligned to service experience goals.

Qualifications

Required

• Bachelor's degree in Computer Science, Information Systems, Data Analytics, or related field.
• 8+ years of progressive IT experience, including 3+ years in a management role leading end-user or digital workplace teams.
• Hands-on experience with Nexthink administration, analytics, and dashboard creation.
• Experience with ServiceNow platform.
• Proven success using Nexthink insights to drive measurable improvements in device performance and employee satisfaction.
• Expertise in ITSM, data visualization (Power BI, Nexthink Analytics), and automation tools (ServiceNow, Power Platform).
• Solid understanding of GenAI technologies and their application within enterprise IT.
• Exceptional communication and customer engagement skills.

Preferred

• Master's degree in Data Analytics, Business Administration, or related field.
• Certifications such as ITIL, Nexthink Experience, Power BI Data Analyst, or AI Fundamentals.
• Experience in managing outsourced or global end-user support operations.

Key Competencies

• Strategic and analytical thinking.
• Data-driven decision-making.
• Innovation and continuous improvement.
• Technical depth in Nexthink and AI ecosystems.
• Strong leadership and communication.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Required Skills: Data Visualization, Generative AI, NEXThink (Software), ServiceNow Platform

Preferred Skills:

The anticipated base pay range for this position is: $122,000 - $212,750

Additional Description for Pay Transparency: The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's discretion on an individual basis. Employees and/or eligible dependents may be 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. Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). Employees are eligible for the following time off benefits: Vacation – up to 120 hours per calendar year Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year Holiday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year Additional information can be found through the link below.