AI-Driven Customer Service Systems Analyst

Antler; Town of Florida (NY); On-site; USD 94,000 - 152,000; Full time

Job summary

Johnson & Johnson is seeking a Professional, Customer Service Systems to support the reliability and performance of customer-facing systems across multiple locations (Raynham, Raritan, West Chester, Palm Beach Gardens, Warsaw). You will collaborate with IT, Commercial, and business stakeholders to enhance operations and customer experience.

The role emphasizes system analysis, configuration, testing, and continuous improvement in a global MedTech setting.

Qualifications

• 2–4 years of experience supporting business applications in a corporate setting.
• Technical skills in application support, incident management, and basic system configuration.
• Knowledge of IT service management concepts: ticketing, SLAs, change management, and root cause analysis.
• Strong business skills: requirements gathering and process documentation.
• Analytical skills to evaluate system issues and data trends for improvements.
• Excellent communication with technical and business stakeholders.
• Demonstrated leadership behaviors: accountability and teamwork.
• Preferred: experience in regulated/global organizations; SQL/Excel analytics.

Responsibilities

• Support day-to-day operations of customer service systems with data accuracy and timely issue resolution.
• Analyze system incidents and requests; document root causes and corrective actions.
• Partner with Customer Service, Commercial, and IT teams to translate business needs into system requirements.
• Apply AI, analytics, and automation to modernize commercial platforms and optimize pricing and revenue.
• Assist with system configuration, testing, and deployment per IT and quality standards.
• Monitor performance and prepare reports to support continuous improvement.
• Support data integrity, user access management, and governance compliance.
• Create knowledge articles and user support materials for customer service systems.
• Collaborate with vendors and internal teams to resolve issues and support upgrades.

Skills

Application support

Incident management

System configuration

ITIL

SLA

Change management

Root cause analysis

Requirements gathering

Process documentation

Data analysis

Communication

Leadership

Education

Bachelor’s degree in IT/CS/Business Information Systems

Analytics or business process mgmt coursework (preferred)

Tools

CRM

Order management systems

Customer service tools

Job description

Johnson & Johnson is seeking a Professional, Customer Service Systems to support the reliability and performance of customer-facing systems across multiple locations (Raynham, Raritan, West Chester, Palm Beach Gardens, Warsaw). You will collaborate with IT, Commercial, and business stakeholders to enhance operations and customer experience.

The role emphasizes system analysis, configuration, testing, and continuous improvement in a global MedTech setting.