Professional, Customer Service Systems

6090-Johnson & Johnson Services Inc. Legal Entity; Raynham (MA); On-site; USD 94,000 - 152,000; Full time

Benefits offered by this job

401(k) matching

Paid time off

Medical benefits

Pension plan

Job summary

Johnson & Johnson in Raynham, MA is seeking a Professional, Customer Service Systems, to ensure reliability and continuous improvement of customer-facing service platforms that enable commercial operations. You will collaborate with IT, Commercial Technology, and business stakeholders to define system requirements and improvements.

This role offers exposure to enterprise systems, cross-functional teamwork, and meaningful contributions to customer satisfaction within a global MedTech

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field (required).
• Strong analytical, problem-solving, and data-driven decision-making abilities.
• Excellent communication and collaboration across IT, Commercial, and business stakeholders.

Responsibilities

• Support day-to-day operations of customer service–related systems, ensuring stability and data accuracy.
• Analyze incidents, service requests, and recurring issues; document root causes and support corrective actions.
• Translate business needs into system requirements and enhancements with IT and business teams.

Skills

Analytical skills

Communication

Leadership

Education

Bachelor’s degree in IT/CS/BIS

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 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).

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).

Required Skills: Preferred 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 : $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

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

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

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 https://www.jnj.com/.

Our Credo calls on us to respect the dignity of every individual and create an environment for all people to thrive. Throughout the recruitment process - from application through hiring - we are committed to providing reasonable accommodations/adjustments for qualified candidates with disabilities.

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.

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