Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Palm Beach Gardens, Florida, United States of America, Raynham, Massachusetts, United States of America, Warsaw, Indiana, United States of America

Job Description:

DePuy Synthes is recruiting for a(n) Analyst, OTC Process Reliability, located in Raynham, MA or Palm Beach Gardens, FL or Warsaw, IN.

Job Overview:
The Analyst, OTC Process Reliability plays a key role in supporting the Order to Cash (OTC) Business Process Enablement organization by ensuring the reliability and continuous improvement of OTC systems and processes across DePuy Synthes. This position focuses on resolving operational issues, supporting system enhancements, and enabling efficient order processing that directly impacts customer experience and business performance.

Key Responsibilities:
• Manage OTC exceptions and support: resolve consignment reconciliations,
billing kickouts, pricing/incomplete orders, zero-pick and credit holds; perform
Winshuttle operations and SERF testing; triage EDI/IDOC errors (open IRIS
tickets, escalate to IT); troubleshoot SAP access; ensure compliance, produce
order notes, drive cross-functional fixes and customer follow-up, and complete
required training.
• Support moderate-sized OTC projects: define scope, gather requirements,
manage delivery tasks, and drive timely decisions.
• Act as the OTC subject-matter expert for DePuy Synthes processes, answering
inquiries, resolving issues, and providing status updates to business and IT
partners.
• Own change control, communications, and stakeholder alignment for process improvements, break/fix activities, and approved system changes.
• Collaborate with commercial, supply chain, compliance, and IT teams to design end-to-end solutions and perform root-cause analysis.
• Support requirements gathering and testing activities, including participation in solution reviews, development of test plans, and preparation of valid data for Business Simulation Testing and User Acceptance Testing.
• Drive continuous improvement using Lean/Process Excellence and project
management techniques while maintaining visibility into supply-chain
interdependencies.
• Utilize SAP and work with supply-chain platforms (e.g., Jira, SolMan, IRIS) to
enable remote, cross-functional collaboration and traceability.

Qualifications
Education:
• Bachelor's degree required
• Degree in Supply Chain, Information Technology, Business, or a related field
preferred
Experience and Skills:
Required:
• Minimum of 2 years of relevant professional experience
• Strong analytical and problem-solving skills with technical aptitude
• Experience with testing methodologies and structured validation processes
• Knowledge of compliance requirements (e.g., CSV, SOX, GxP)
• Process-oriented mindset with attention to detail and accuracy
• Proven ability to manage multiple priorities, stay organized, and meet deadlines
Preferred:
• Understanding of OTC processes and error handling workflows
• Understanding of Error Handling Processes as it relates to the OTC process
• Understanding of supply chain interdependencies (end-to-end)
• Demonstrated use of continuous improvement tools and methodology such as,
Process Excellence, LEAN, and project management, to evaluate, challenge,
and optimize business processes.
• Change management skills
• Experience in SAP Sales & Distribution Module
• Detailed understanding of MedTech business processes and data
• Experience using Supply Chain tech platforms (e.g. JIRA, Solman, IRIS etc.)
• Validated experience working remotely with business partners, in a highly
collaborative environment
• Strong written and verbal communication skills, with ability to work across all
organizational levels
Other:
• Limited; up to 10% domestic and/or international travel may be required

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics 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.

Required Skills:

Preferred Skills:
Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management

The anticipated base pay range for this position is :
65,000.00 - 117,000.00 USD Annual

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