Transcend Customer Service Value Stream Lead

Johnson & Johnson Innovative Medicine • Raritan, NJ

1d • Hybrid

About The Position

Ethicon, a member of the Johnson & Johnson family of companies is currently hiring a Transcend Customer Service Value Stream Lead to join its dynamic team. Remote work options may be considered on a case-by-case basis and if approved by the Company for US based candidates.

About Medtech 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/.

Transcend is a global business transformation program that will modernize our foundational transactional processes and harmonize them into one “clean” ERP as a standardized platform for growth and efficiency gains. This program will simplify the Med Tech ERP landscape, standardizing processes to have a cost-effective, fit-for-purpose digital backbone that will enable us to support the MedTech business with agility. This position is responsible for ensuring that the established global Transcend Order to Cash (OTC) template effectively supports the North America Customer Service organization. The Senior Analyst will serve as a member of the Value Stream team, collaborating with Business Unit subject matter experts and cross-functional stakeholders to drive process alignment, facilitate testing, ensure data readiness, and promote business adoption.

Requirements

• A minimum of a Bachelor’s degree and/or equivalent University degree is required
• Minimum four (4) years of relevant professional experience.
• Experience in Order-to-Cash, Customer Service, or Supply Chain processes.
• Solid understanding of SAP, including Sales & Distribution, Billing, and Order Management modules.
• Strong analytical and problem-solving abilities.
• Capability to prioritize and deliver results in a fast-paced, evolving environment.

Nice To Haves

• An advanced degree, Master’s is preferred.
• Knowledge of JIRA
• Experience in MedTech and/or Customer Service processes
• Exposure to testing cycles (BST/UAT), data migration, and deployment activities.
• Familiarity with S/4HANA, Transcend, or similar transformation programs.
• Understanding of CSV, SDLC, or GxP environments.

Responsibilities

• Assist the Senior Manager, Customer Service Value Stream by identifying and documenting gaps in solution design, utilizing Jira for accurate tracking and record-keeping.
• Plan, and participate in workshops, working sessions, as well as training and educational events, engaging multiple stakeholders to ensure effective collaboration and alignment.
• Collaborate with subject matter experts (SMEs) to prepare and document robust test scenarios and relevant test data.
• Coordinate with SMEs and business testers to guarantee comprehensive test coverage across processes.
• Support defect management through triage, root cause analysis, and resolution tracking, ensuring issues are promptly addressed and mitigated.
• Identify and raise process gaps, risks, and inefficiencies, providing recommended solutions for improvement.
• Validate that deployed solutions fulfil business requirements and are ready for implementation.
• Complete data readiness tasks including cleansing, validation, and alignment of data to support deployment activities.
• Partner with data, business and IT to ensure the accuracy and completeness of all required data objects.
• Ensure preparedness for testing cycles and deployment milestones, facilitating seamless transitions.
• Assess and communicate process-level change impacts to relevant stakeholders.
• Support the development of training and readiness plans, acting as a change agent to promote adoption and understanding across the business.
• Partner with Customer Service, Supply Chain, Finance, and IT teams to maintain alignment and integration across upstream and downstream processes.
• Communicate cross-functional dependencies, risks, and impacts to ensure transparency and proactive management.
• Assist in cutover planning and execution activities, supporting training delivery and end-user onboarding as needed.
• Provide operational support during go-live phases, ensuring smooth business continuity.
• Drive accountability for deliverables, timelines, and quality within scope, raising risks, issues, and decisions with clear recommendations to the Value Stream Senior Manager.

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: Senior
• Number of Employees: 5,001-10,000 employees