Customer Service Systems Lead – AI & Analytics

Antler; Warsaw (IN); On-site; USD 94,000 - 152,000; Full time

Job summary

Johnson & Johnson’s DePuy Synthes division seeks a Professional, Customer Service Systems, to enhance reliability and performance of customer-facing platforms across our global operations. The role partners with IT, Commercial Technology, and business stakeholders to improve processes and drive customer satisfaction.

In this position you will contribute to system configuration, testing, validation, and deployment, while supporting data integrity and governance in a regulated, high‑impact

Qualifications

• Bachelor’s degree in IT, CS, BIS, or related field.
• 2–4 years supporting business applications or customer service systems.
• ITIL Foundation or equivalent certification preferred.
• Strong communication and analytical skills.

Responsibilities

• Support day-to-day operations of customer service systems and ensure data accuracy.
• Analyze incidents and service requests; document root causes.
• Translate business needs into system requirements and enhancements.
• Apply AI, analytics, and automation to modernize platforms.
• Assist with configuration, testing, and deployment per IT quality standards.
• Monitor performance and prepare reports for continuous improvement.
• Ensure data integrity, access control and governance.
• Create knowledge articles and user support materials.

Skills

IT service management

Business analysis

Requirements gathering

Communication skills

Education

Bachelor’s degree in IT/CS/BIS or related

Tools

CRM systems

Order management

SQL basics

Excel basics

Job description

Johnson & Johnson’s DePuy Synthes division seeks a Professional, Customer Service Systems, to enhance reliability and performance of customer-facing platforms across our global operations. The role partners with IT, Commercial Technology, and business stakeholders to improve processes and drive customer satisfaction.

In this position you will contribute to system configuration, testing, validation, and deployment, while supporting data integrity and governance in a regulated, high‑impact