Business Solutions Senior Analyst

Johnson & Johnson Innovative Medicine • Toronto, ON

2d • Hybrid

About The Position

The Business Solutions Senior Analyst is an individual contributor role within the JOM Customer Service & Channel Operations organization and collaborates with the Senior Manager of Business Solutions. This role supports the Sales Order Management process and the governance of business capabilities across integrated platforms. Working closely with the Senior Manager, Digital Customer Solutions Leads, business collaborators, Technical Product Owners, and multi-functional workstreams, this role translates customer service and order management needs into actionable requirements, analytics, process insights, enhancement opportunities, and automation use cases. This role helps ensure regional business operations, system capabilities, data quality, reporting needs, and ensure priorities are aligned across the organization and deliver measurable customer, operational, compliance, and adoption benefits.

Requirements

• Minimum of a Bachelor’s degree is required.
• 4 years of relevant experience in Customer Service, Order Management, Supply Chain, business solutions, business analytics, process improvement, or digital transformation.
• Experience supporting ERP, SAP, Salesforce, EDI, customer portals, case management, customer master data, data warehouse, or related integrated digital platforms is required.
• Experience documenting business requirements, process flows, acceptance criteria, reporting needs, enhancement requests, user stories, or automation opportunities is required.
• Strong customer focus and connect process, data, system functionality, compliance expectations, and customer impact is required.
• Project coordination, partner engagement, and multi-functional collaboration and influence without direct authority.
• Process orientation, root cause analysis, continuous improvement mentality, attention to detail, and identify practical automation opportunities are required.
• Excellent written, verbal, and presentation skills are required, including the ability to summarize complex information into clear recommendations for partners.

Nice To Haves

• Experience supporting business simulation testing, user acceptance testing, regression testing, defect management, or post-Go-live stabilization is preferred.
• Solid grasp of Order-to-Cash, Customer Service, distribution, or related commercial operations processes is preferred.
• Experience with SAP S/4HANA transformation or large-scale ERP implementations
• Familiarity with J&J Customer Connect, Salesforce, EDI, OpenText, Sterling, or customer portal platforms
• Knowledge of Order-to-Cash, Sales Order Management, Customer Service, Distribution, or pharmaceutical supply chain processes
• Experience with Power BI, Excel advanced analytics, dashboards, scorecards, or data visualization tools
• Experience supporting UAT, regression testing, validation, defect tracking, or hypercare
• Understanding of master data, customer data, product data, or transactional data quality
• Ability to translate between business and technical teams and communicate system impacts clearly

Responsibilities

• Serve as a supporting team members in the execution of Sales Order Management process governance, capability roadmap priorities, enhancements, change requests, and transformation initiatives.
• Partner with Customer Service, Supply Chain, Global Deliver, JJT, Technical Services, Distribution, and regional business collaborators to document business needs, process requirements, data needs, and system impacts across ancillary systems.
• Translate business requirements into acceptance criteria, process documentation, reporting requirements, enhancement requests and automation opportunities.
• Analyze transactional, process, master data, and customer experience information to identify defects, trends, manual workarounds, adoption gaps, root causes, and improvement opportunities.
• Map current-state and future-state processes, including data handoffs, system touchpoints, exception paths, manual interventions, compliance considerations, and automation potential.
• Support Transcend project with testing, validation activities, and post Go-live monitoring by preparing test data, analyzing results, identifying root causes, tracking defects, and recommending remediation actions.
• Support quality compliance, system validation, change control, and controlled documentation processes to help ensure changes to related systems remain compliant and fit for use.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior