Professional, Customer Service Systems

Biopharma Asia

Raynham (MA)

Hybrid

USD 94,000 - 152,000

Full time

14 days+

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Job summary

DePuy Synthes is seeking a Professional, Customer Service Systems to support and optimize our customer service platforms. You will partner with IT, Commercial, and business stakeholders to ensure system reliability, enhance performance, and drive data‑driven improvements across global operations.

This role offers exposure to enterprise systems and cross‑functional collaboration, with opportunities to apply AI, analytics, and automation to improve customer satisfaction and order visibility.

Qualifications

Bachelor’s degree in IT, CS, BIS or related field is required.
Experience in enterprise IT and customer service systems preferred.
Strong analytical and communication skills; ability to translate business needs into system requirements.

Responsibilities

Support day‑to‑day operations of customer service systems, ensuring stability and data accuracy.
Analyze incidents and requests; document root causes and corrective actions.
Collaborate with CS, Commercial, IT to translate needs into system requirements.
Lead AI, analytics, and automation initiatives to modernize commercial platforms.
Assist with configuration, testing, validation, and deployment per IT and quality standards.
Monitor performance metrics and prepare reports for continuous improvement.
Support data integrity, access management, and governance requirements.
Create documentation and user support materials; coordinate with vendors for upgrades.

Skills

Agile Product Development

Analytical Reasoning

Coaching

Collaboration

Requirements Analysis

Technical Credibility

Technical Writing

Stakeholder Management

SDLC

Education

Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field

Tools

CRM

Order management

SQL

Excel

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions are personal.Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Technology Product & Platform Management

Job Sub Function:

Technical Product Management

Job Category:

Scientific/Technology

All Job Posting Locations:

Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Warsaw, Indiana, United States of America, West Chester, Pennsylvania, United States of America

Job Description:

DePuy Synthes is recruiting for a Professional , Customer Service Systems, located in Raynham, MA; Raritan, NJ; West Chester, PA; Palm Beach Gardens, FL; OR Warsaw, IN.

This role supports the reliability, performance, and continuous improvement of customer‑facing service systems that enable commercial and customer service operations. The Professional, Customer Service Systems partners with IT, Commercial Technology, and business stakeholders to support system functionality, analyze issues, and improve processes that directly impact customer experience, order fulfillment, and service efficiency. This position offers exposure to enterprise systems, cross ‑ functional collaboration, and meaningful contributions to customer satisfaction in a global MedTech organization and r eports into the DePuy Synthes Technology organization.

Key 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.

Qualifications

Education

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).

Experience and Skills

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.

Exposure to system implementations, upgrades, or user acceptance testing (UAT).

Understanding of customer service processes, call center operations, or commercial workflows.

Emerging leadership skills, including the ability to influence without authority and proactively identify improvement opportunities.

Other

Language Requirements: English (business proficiency required ).

Travel

Up to 10%, primarily domestic.

Certifications

ITIL Foundation or comparable certification (preferred).

For more information on how we support the whole health of our employees throughout their wellness, career, and life journey, please visit www.careers.jnj.com .

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

#LI-Hybrid

#DePuySynthesCareers

Required Skills:

Agile Product Development, Analytical Reasoning, Coaching, Collaboration, Competitive Landscape Analysis, Critical Thinking, Customer Alignment, Demand Forecasting, Human-Computer Interaction (HCI), Organizing, Product Development, Product Improvements, Product Strategies, Requirements Analysis, Research and Development, Software Development Life Cycle (SDLC), Software Development Management, Stakeholder Management, Technical Credibility, Technical Writing, Technologically Savvy

Preferred Skills:

The anticipated base pay range for this position is :

$94,000.00 - $151,800.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company’s long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation –120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year

Holiday pay, including Floating Holidays –13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave – 80 hours in a 52-week rolling period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year

Additional information can be found through the link below.

Co-Ops and Intern Positions: Please use the following language:

Co-Ops/Interns are eligible to participate in Company sponsored employee medical benefits in accordance with the terms of the plan.

Co-Ops and Interns are eligible for the following sick time benefits: up to 40 hours per calendar year; for employees who reside in the State of Washington, up to 56 hours per calendar year.

Co-Ops and Interns are eligible to participate in the Company’s consolidated retirement plan (pension).

Positions Represented by CBA: Please use the following language:

This position is eligible for benefits to include medical, dental, vision and time off, as well as any others as provided for in the applicable Collective Bargaining Agreement.

The following link to general company benefits information MUST also be included in the posting: Please use the following language:

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits

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