Customer Service Systems Lead: AI, Analytics & Automation

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Town of Florida (NY)

On-site

USD 70,000 - 95,000

Full time

14 days+

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Job summary

Johnson & Johnson Credo seeks an Application Support professional to stabilize customer service systems and translate business needs into technical solutions. You will analyze incidents, document root causes, and collaborate with IT and commercial teams to deploy improvements.

The role emphasizes data integrity, change management, and ongoing learning to support global customer service workflows and call center operations.

Qualifications

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.
Preferred Experience supporting customer service, commercial, or order-to-cash systems in a regulated or global organization
Familiarity with data reporting tools, dashboards, or basic SQL/Excel analysis to support operational insights
Understanding of customer service processes, call center operations, or commercial workflows

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
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