Technology Lead, Mac and Mobility

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

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Job Description:

We are searching for the best talent for Technology Lead, Mac and Mobility based in Singapore (preferred location) / Shanghai, China (secondary location).

Purpose: The End User Services team provides collaboration, endpoint and mobility solutions to the Johnson & Johnson’s workforce. As a Technology Lead, Mac and Mobility, you will play a crucial role in advancing J&J’s technology capabilities to deliver best-in-class mobility, computing and productivity solutions. Your work will directly advance the end user experience, improve service offerings, and support productivity and collaboration aligned to the business and regional requirements.

Reporting to the Senior Manager, Site Delivery Services, the candidate will bring a broad experience in multiple technology domains including endpoint management (Mac and mobile platforms), productivity and collaboration, IT infrastructure (servers, network, and storage), and enterprise IT service owner frameworks such ITIL and formalized change management processes. This role will be critical in advancing future ready technology aligned to End user services roadmap. The Technology Lead, Mac and Mobility will also be responsible in taking additional responsibility as assigned.

You will be responsible for:​

• Supports J&J’s Apple Mac and mobile service offerings focusing on device configuration, endpoint security, and application publishing and lifecycle management.

• Partners closely with developers and business users/testers to deploy application using modern mobile application publishing best practices.

• Supports and leads modern device management testing and rollout, deploy IT Assets leveraging zero touch capability through backend orchestration.

• Supports enterprise change management activities by reviewing change documentation, facilitating stakeholder reviews, and ensuring compliance with IT governance policies.

• Monitors service levels, capacity, availability, metrics and analytics to ensure established SLAs are met.

• Delivery and service request coordination of end user services, service desk & VIP services related to IT services (e.g. Mac support, network, user access, collaboration tools, mobility, software install, application publishing and maintenance)

• Participates in end user services knowledge management for both Mac and mobile (e.g. training, technical writing, end user assets).

• Works with business units and key stakeholders to ensure that solutions delivered are aligned to the End User Services roadmap.

• Analyzes reports to identify trends and opportunities for process and technology enhancements.

• Ability to work independently, self-motivated and result-oriented and perform other duties as assigned.

Qualifications / Requirements:

• A University degree in Computer Science, Information Technology or equivalent preferred.

• 5+ years of relevant work experience in end user services, mobile device management, customer experience (CX), user experience (UX) or specialization in IT End User Support / Mac desktop management related area.

• General knowledge/troubleshooting for Macs.

• Demonstrated experience delivering Automated Device Enrollment (ADE) and support for Apple Business Manager (ABM).

• In-depth knowledge of iOS mobile device operating systems and functionality.

• Technical knowledge and experience with mobile device management tools including Intune Company Portal, JAMF, bash scripting and PowerShell.

• Strong communication and interpersonal skills.

• Demonstrated ability to innovate, strong sense of commitment, and adaptive to change.

• Good team player with proven ability to partner across diverse teams in a highly matrix organization

• ITIL Foundations certification is preferred.

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