Customer Service Systems Architect

Antler; Raynham (MA); On-site; USD 94,000 - 152,000; Full time

Job summary

Johnson & Johnson's DePuy Synthes is seeking a Professional, Customer Service Systems, to support reliability, performance, and improvement of customer-facing service systems across Raynham, MA and additional sites. You will partner with IT, Commercial Technology, and business stakeholders to ensure system functionality and data integrity.

The role offers exposure to enterprise systems, enterprise-wide projects, and opportunities to influence customer satisfaction, order fulfillment, and service

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field (required).
• Coursework or concentration in systems, analytics, or business process management (preferred).
• 2-4 years of experience supporting business applications, customer service systems, or IT service operations in a corporate environment.

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.

Skills

IT service management

Incident management

Requirements gathering

Process documentation

Analytical skills

Communication

Leadership

Education

Bachelor's degree in IT / CS / BIS

Tools

CRM systems

Order management

SQL

Excel

Job description

Johnson & Johnson's DePuy Synthes is seeking a Professional, Customer Service Systems, to support reliability, performance, and improvement of customer-facing service systems across Raynham, MA and additional sites. You will partner with IT, Commercial Technology, and business stakeholders to ensure system functionality and data integrity.

The role offers exposure to enterprise systems, enterprise-wide projects, and opportunities to influence customer satisfaction, order fulfillment, and service