Customer Service Systems Lead - AI & Analytics

Johnson & Johnson Co.; Raritan (NJ); On-site; USD 94,000 - 152,000; Full time

Benefits offered by this job

401(k) plan

Paid time off

Parental Leave

Job summary

Johnson & Johnson, a global leader in health care innovation, is recruiting for a Professional, Customer Service Systems role to support and optimize customer-facing service platforms across multiple locations.

You will partner with IT, Commercial Technology, and business stakeholders to ensure system reliability, performance, and continuous improvement, impacting order fulfillment and customer experience within a global MedTech organization.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field is required.
• Coursework or concentration in systems, analytics, or business process management is preferred.

Responsibilities

• Support day-to-day operations of customer service–related systems, ensuring stability and data accuracy.
• Analyze system incidents, service requests, and recurring issues; document root causes and 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 and drive data-driven decisions.
• Assist with system configuration, testing, validation, and deployment in line with IT and quality standards.
• Monitor system performance and prepare reports for continuous improvement initiatives.
• Support data integrity, access management, and governance requirements.
• Contribute to documentation and user support materials for customer service systems.
• Collaborate with vendors and internal teams to resolve issues and support upgrades.

Skills

IT service mgmt

Analytical thinking

Communication

Requirements gathering

Leadership

Education

Bachelor's degree in IT/CS/BIS

Tools

CRM systems

Order management systems

Customer service tools

Job description

Johnson & Johnson, a global leader in health care innovation, is recruiting for a Professional, Customer Service Systems role to support and optimize customer-facing service platforms across multiple locations.

You will partner with IT, Commercial Technology, and business stakeholders to ensure system reliability, performance, and continuous improvement, impacting order fulfillment and customer experience within a global MedTech organization.