Professional, Customer Service Systems

Johnson & Johnson • West Chester, MA

7d • Hybrid

About The Position

This role supports the reliability, performance, and continuous improvement of customer-facing service systems that enable commercial and customer service operations. The Professional, Customer Service Systems partners with IT, Commercial Technology, and business stakeholders to support system functionality, analyze issues, and improve processes that directly impact customer experience, order fulfillment, and service efficiency. This position offers exposure to enterprise systems, cross-functional collaboration, and meaningful contributions to customer satisfaction in a global MedTech organization and reports into the DePuy Synthes Technology organization.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field (required).
• 2-4 years of experience supporting business applications, customer service systems, or IT service operations in a corporate environment.
• Technical skills in application support, incident management, and basic system configuration or testing within enterprise platforms (e.g., CRM, order management, or customer service tools).
• Working knowledge of IT service management concepts such as ticketing, SLAs, change management, and root cause analysis.
• Strong business skills, including requirements gathering, process documentation, and the ability to translate business needs into system-oriented solutions.
• Analytical skills to evaluate system issues, review data trends, and support continuous improvement initiatives.
• Effective communication skills to collaborate with technical teams and business stakeholders at varying levels.
• Demonstrated leadership behaviors such as accountability, teamwork, learning agility, and alignment with the Johnson & Johnson Credo.
• English (business proficiency).

Nice To Haves

• Coursework or concentration in systems, analytics, or business process management (preferred).
• Supporting customer service, commercial, or order-to-cash systems in a regulated or global organization.
• Familiarity with data reporting tools, dashboards, or basic SQL/Excel analysis to support operational insights.
• Exposure to system implementations, upgrades, or user acceptance testing (UAT).
• Understanding of customer service processes, call center operations, or commercial workflows.
• Emerging leadership skills, including the ability to influence without authority and proactively identify improvement opportunities.
• ITIL Foundation or comparable certification (preferred).

Responsibilities

• Support day-to-day operations of customer service–related systems, ensuring stability, data accuracy, and timely issue resolution.
• Analyze system incidents, service requests, and recurring issues; document root causes and support corrective actions.
• Partner with Customer Service, Commercial, and IT teams to translate business needs into system requirements and enhancements.
• Lead the application of AI, advanced analytics, and automation to modernize commercial platforms, enhancing customer engagement, pricing and revenue optimization, and data-driven decision-making while driving scalable and compliant commercial execution across sales, marketing, and customer operations.
• Assist with system configuration, testing, validation, and deployment activities in alignment with IT and quality standards.
• Monitor system performance and service metrics, preparing reports and insights to support continuous improvement initiatives.
• Support data integrity, user access management, and compliance with internal controls and governance requirements.
• Contribute to documentation, knowledge articles, and user support materials for customer service systems.
• Collaborate with vendors and internal technical teams to resolve system issues and support upgrades or enhancements.

Benefits

• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 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
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

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