SAP IT Application Liability and Service Manager

Johnson & Johnson

IT Manager overseeing SAP service delivery and maintenance for the ERP Domain at Johnson & Johnson. Focused on enhancing system operations and improving service reliability in a global health care technology setting.

Posted 6/17/2026full-timeJacksonville • Florida, New Jersey • 🇺🇸 United StatesSeniorLead💰 $102,000 - $175,950 per yearWebsite

Tech Stack

Tools & technologies

InformaticaTableau

About the role

Key responsibilities & impact

Oversee service delivery, portfolio management, incident and problem management, compliance, knowledge management, and continuous improvement.
Own the service level management lifecycle, including SLAs/OLAs, performance monitoring, reporting, service reviews, stakeholder engagement, compliance, data governance, and continuous improvement.
Optimize the SAP portfolio, maintain CMDB accuracy, and partner with application development and infrastructure teams on lifecycle, impact, and cost assessments.
Lead rapid incident resolution, major incident communications, root cause analysis, prioritization, and sustainable fixes to prevent recurrence.
Champion knowledge management and KCS practices, ensuring knowledge assets are created, maintained, and shared effectively.
Use KPIs and customer feedback to improve service delivery, automation, self-service, and operational processes.
Collaborate with ongoing transformational programs across the J&J supply chain.

Requirements

What you’ll need

Bachelor’s degree in information systems, computer science, or equivalent work experience.
10+ years of experience supporting and administering SAP applications and technologies, including SAP ECC, GTS, CRM, BW, APO, GRC, SAP BusinessObjects, NetWeaver Portal, Process Orchestration, Gateway/Fiori, LVM, Web Dispatcher, and HANA
Experience using approved AI-enabled tools to improve productivity
In-depth SAP knowledge across OTC (SAP SD), Finance, and Make, with experience in one or more supply chain functional areas such as Plan, Deliver, Source, Make, Quality, or Finance
Strong understanding of ITIL processes, including incident, change, problem, and release management
Experience managing vendor work orders, invoices, performance metrics, procedural guidance, and continuous process improvement
Experience with technologies such as SAP, Informatica, Tableau, or webMethods

Benefits

Comp & perks

medical
dental
vision
life insurance
short- and long-term disability
business accident insurance
group legal insurance
consolidated retirement plan (pension)
savings plan (401(k))
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SAP ECCSAP GTSSAP CRMSAP BWSAP APOSAP GRCSAP BusinessObjectsNetWeaver PortalProcess OrchestrationSAP HANA

Soft Skills

service deliveryincident managementproblem managementcontinuous improvementstakeholder engagementknowledge managementcommunicationcollaborationprioritizationroot cause analysis