ChatGPT Jobs ยท 4 days ago
Senior Manager, End User Services - GenAI, Data & Analytics
Newark, NJ
Full-time
Onsite
Senior Level, Lead/Staff
$122K/yr - $213K/yr
8+ years expJohnson & Johnson is a leader in healthcare innovation, seeking a Senior Manager, End User Services to lead the strategic and operational delivery of digital workplace capabilities. This role focuses on Generative AI initiatives, data analytics, and enhancing user experience through intelligent automation and proactive insights.
Computer Software
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. Lead integration of Nexthink insights into automation and self-healing workflows. Partner with 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. Oversee conversational design, intent accuracy, and knowledge management. Collaborate with ServiceNow, Microsoft, and automation engineering teams to deliver seamless experiences
People & Performance: Lead and mentor a multidisciplinary team. Foster a culture of innovation. Manage vendor partnerships, budgets, and project delivery aligned to service experience goals
Qualification
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
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
Company
ChatGPT Jobs
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2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase