IT Lead - ERP Shared Services (OpenText)

Johnson & Johnson Technology Services (JJTS) is recruiting for an IT Lead position - OpenText Operations & Engineering-supporting OpenText Business services for J&J Globally for North America. This position will be based in Raritan, NJ or any location near a J&J office in North America (This is not 100% remote work and will require being on-site three days a week).

This challenging opportunity will reside in TS-ERP organization, and will collaborate with the Sr Manager, Service Management ERP Services. In this role, the Operations & Engineering lead will support the operation and maintenance of critical OpenText Global platforms. Ensures efficient and expedient recovery of services required by the business in the case of disruption.

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/.

Key Responsibilities:

This role will be responsible for Vendor Relationship, Business Relationship Management, Performance Management. Responsible for the End to End experience of our customers and how our systems perform using industry leading tools and approaches. Also, this is an adventurous role to improve IT Product quality by focusing on preventative measures through automation to eliminate product reliability issues!

Primary functions of the role will include:

Request Management

• Own the lifecycle of all service requests from the users


• Responsible for (Request Approval, Cancellation, Evaluation, Fulfillment, Initiation, Review and Close, Validation and Classify)

Event Management

• Detect events, make sense of them and resolve appropriate control action.


• Responsible for Event Management Lifecycle (Event Management System, Detect & Log Event, Correlate & Filter Event, Select Event Response, Review & Close Event)

Incident and Outage Management

• Address all incidents; this can include failures, questions or queries reported by the users by technical staff, or automatically detected and reported by event monitoring tools. Responsible Incident and Outage Lifecycle


• Escalation (hierarchical) point for vendors on incidents. Contact for DCC on major incidents

Application Security Management

• Security and proactive protection of internal/customer info, including restriction of unauthorized access, use, disclosure, modification, or disruption of data.


• Responsible for Application Access Control, Security Baseline Monitoring, Security Education and Awareness, Threat and Vulnerability Management

Continuous Service Improvement

▪ Supervise 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

Additional role:

• Engage in and improve our applications — design, deployment, operation, automation and continuous improvement.


• Work to keep critical systems highly available and reliable by measuring and monitoring availability, performance and overall system health.


• Perform Production Readiness reviews and ensure operational resource capacity based on business criticality of the application.