Product Manager, ITSM Process Automation

Are you passionate about transforming the way IT services are delivered? Do you thrive at the intersection of process excellence and automation? We are seeking a driven and forward-thinking manager to join our growing team and lead the charge in optimizing our core ITSM processes using our ServiceNow ITSM platform.

This is an exciting opportunity to shape the future of how we manage and govern Incident, Problem, Change, and Request Management. You’ll work hands-on with ITSM process owners, process users and platform engineers to uncover automation opportunities, design intelligent workflows, and bring operational efficiencies to life through workflows and AI.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

United Kingdom, High Wycombe - Requisition Number: R-027342

United States, Raritan, NJ - Requisition Number: R-026346

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

What we're looking for:

• A curious mind with a passion for improving user experience through automation
• Someone who sees the big picture but sweats the details of process design and data flow.
• A natural collaborator who enjoys engaging with stakeholders and turning ideas into working solutions.
• A self-starter who’s not afraid to experiment, iterate, disrupt and lead change.

What you'll do:

• Collaborate with ITSM process owners and process end-users to map current and future state user-journeys, workflows, pain points, and success measures.
• Identify, assess, and prioritize automation opportunities across ITSM processes, with a focus on repetitive, manual, or high-friction activities.
• Design process automations, intelligent workflows, and leverage evolving platform AI capabilities like Now Assist.
• Prototype, build, and test solutions and/or work closely with developers to deliver robust implementations.
• Monitor and analyze automation performance, making iterative improvements based on feedback and data.
• Stay current on ServiceNow platform capabilities, emerging automation technologies, and ITIL 4 best practices.

Required skills & experience:

• Strong knowledge of core ITSM processes: Incident, Problem, Change, and Request Management
• Experience mapping processes, user-journeys and identifying optimization or automation opportunities.
• Excellent analytical thinking and visualization skills including expertise in productivity and collaboration tools to deliver effective storytelling.
• Hands-on experience crafting and building automations in ServiceNow (Flow Designer, Business Rules, Workflows, etc.) or other workflow based platforms.
• Ability to collaborate cross-functionally and translate stakeholder needs into practical automation designs.
• Experience with system integrations

Preferred skills & nice-to-haves:

• ServiceNow certifications
• ITIL 3/4 certification
• IT Operations experience (application / infrastructure)

Why join us?

• Be a key contributor in shaping a next-generation ITSM experience using automation and intelligence.
• Work in a high-impact role that bridges process excellence with technology enablement.
• Collaborate in a supportive, innovative environment with opportunities to learn and grow.

READY TO BUILD THE FUTURE OF IT SERVICE DELIVERY?

Apply now and contribute your passion, creativity, and leadership to Johnson & Johnson’s next-generation digital workplace. Let’s make IT service management smarter, faster, and more human-centered!

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