Customer Service Systems

Jobtailor; Town of Florida (NY); On-site; USD 55,000 - 90,000; Full time

Job summary

Johnson & Johnson Credo-backed role focusing on supporting customer service systems, ensuring data accuracy, and resolving incidents. You will analyze incidents, document root causes, and collaborate with cross-functional teams to translate business needs into system requirements and enhancements.

Responsibilities include configuring, testing, and deploying improvements, monitoring performance, and ensuring compliance with IT standards.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• 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.

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.
• Collaborate with vendors and internal technical teams to resolve system issues and support upgrades or enhancements.

Skills

Application Support

Incident Management

System Configuration

Requirements Gathering

Data Analysis

Effective Communication

Teamwork

Learning Agility

Accountability

Education

Bachelor’s degree in Information Technology / Computer Science / Business Information Systems

Tools

CRM

Order Management Systems

Customer Service Tools

IT Service Management

Job description

• 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.
• Collaborate with vendors and internal technical teams to resolve system issues and support upgrades or enhancements.

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.

Core Competencies

Demonstrates expertise in application support, incident management, and system configuration within enterprise platforms, while effectively collaborating with cross-functional teams to enhance customer service systems and drive continuous improvement initiatives.

Highest-signal resume keywords

• Application Support
• Incident Management
• System Configuration
• Requirements Gathering
• Data Analysis

ATS Optimization Keywords

Hard Skills

• System Testing
• Service Metrics Monitoring
• Root Cause Analysis
• Data Integrity Management
• Compliance Management

Soft Skills

• Effective Communication
• Teamwork
• Learning Agility
• Accountability

Industry Keywords

• Customer Service Systems
• Business Applications
• Continuous Improvement
• Data-Driven Decision-Making
• Governance Requirements

Tools & Technologies

• CRM
• Order Management Systems
• Customer Service Tools
• IT Service Management Concepts