Customer Service Systems Specialist - Tech Ops

Antler; West Chester (Chester County); On-site; USD 94,000 - 152,000; Full time

Job summary

Johnson & Johnson is seeking a Professional, Customer Service Systems to support day-to-day operations of customer service–related systems across multiple locations in the U.S. This role partners with IT, Commercial Technology, and business stakeholders to enhance system functionality and data-driven decision-making, impacting customer experience and order fulfillment.

Responsibilities include incident analysis, system enhancements, testing, and deployment activities aligned with IT and

Qualifications

• 2-4 years of experience supporting business applications 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 translating 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 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.
• 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

Analytical skills

Effective communication

Leadership

Collaboration

Education

Bachelor’s degree in IT/CS/Business Information Systems

Analytics or business process coursework

Tools

CRM systems

Order management systems

SQL basics

Excel

Job description

Johnson & Johnson is seeking a Professional, Customer Service Systems to support day-to-day operations of customer service–related systems across multiple locations in the U.S. This role partners with IT, Commercial Technology, and business stakeholders to enhance system functionality and data-driven decision-making, impacting customer experience and order fulfillment.

Responsibilities include incident analysis, system enhancements, testing, and deployment activities aligned with IT and