Professional, Customer Service Systems

Johnson & Johnson MedTech; Raynham (MA); On-site; USD 112,000 - 152,000; Full time

Job summary

DePuy Synthes, part of Johnson & Johnson MedTech, is seeking a Professional, Customer Service Systems, to support the reliability and improvement of customer‑facing systems across multiple sites, including Raynham, MA.

You will partner with IT, Commercial, and business stakeholders to analyze issues, implement enhancements, and enable data‑driven decisions that improve customer experience and service efficiency.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or related field is required.
• Coursework or concentration in systems, analytics, or business process management preferred.
• 2-4 years of experience supporting business applications or customer service systems in a corporate environment.
• Experience with IT service management concepts such as tickets, SLAs, change management, root cause analysis.
• Ability to translate business needs into system-oriented solutions.
• Strong communication and collaboration with cross-functional teams.

Responsibilities

• Support day-to-day operations of customer service systems, ensuring stability and data accuracy.
• Analyze incidents, service requests, and recurring issues; document root causes.
• Partner with CS, Commercial, and IT to translate business needs into system requirements.
• Lead the use of AI, analytics, and automation to modernize platforms for engagement and pricing.
• Assist with system configuration, testing, and deployment per IT and quality standards.
• Monitor performance metrics and deliver insights for improvement.
• Support data integrity, access management, and governance compliance.
• Create documentation and user support materials.
• Collaborate with vendors and internal teams to resolve issues and upgrades.

Skills

Agile

Analytical reasoning

Coaching

Collaboration

Stakeholder management

Technical writing

SDLC

SQL

Excel

Leadership

Education

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

Tools

CRM

Order management

Customer service tools

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 reports 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).

Required

Experience and Skills

• 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).

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.

Equal Opportunity Employer

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.

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

The anticipated base pay range for this position is :

132,000.00 USD Annual

Additional Description For Pay Transparency

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