Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Shepherdsville, Kentucky, United States of America, Somerset, New Jersey, United States of America, Titusville, New Jersey, United States of America
Job Description
The Business Solutions Senior Analyst is an individual contributor role within the JOM Customer Service & Channel Operations organization and collaborates with the Senior Manager of Business Solutions. This role supports the Sales Order Management process and the governance of business capabilities across integrated platforms. Working closely with the Senior Manager, Digital Customer Solutions Leads, business collaborators, Technical Product Owners, and multi-functional workstreams, this role translates customer service and order management needs into actionable requirements, analytics, process insights, enhancement opportunities, and automation use cases. This role helps ensure regional business operations, system capabilities, data quality, reporting needs, and ensure priorities are aligned across the organization and deliver measurable customer, operational, compliance, and adoption benefits.
Key responsibilities
Serve as a supporting team members in the execution of Sales Order Management process governance, capability roadmap priorities, enhancements, change requests, and transformation initiatives.
Partner with Customer Service, Supply Chain, Global Deliver, JJT, Technical Services, Distribution, and regional business collaborators to document business needs, process requirements, data needs, and system impacts across ancillary systems.
Translate business requirements into acceptance criteria, process documentation, reporting requirements, enhancement requests and automation opportunities.
Analyze transactional, process, master data, and customer experience information to identify defects, trends, manual workarounds, adoption gaps, root causes, and improvement opportunities.
Map current-state and future-state processes, including data handoffs, system touchpoints, exception paths, manual interventions, compliance considerations, and automation potential.
Support Transcend project with testing, validation activities, and post Go-live monitoring by preparing test data, analyzing results, identifying root causes, tracking defects, and recommending remediation actions.
Support quality compliance, system validation, change control, and controlled documentation processes to help ensure changes to related systems remain compliant and fit for use.
Qualifications
Education:
Skills & Experience:
4 years of relevant experience in Customer Service, Order Management, Supply Chain, business solutions, business analytics, process improvement, or digital transformation.
Experience supporting ERP, SAP, Salesforce, EDI, customer portals, case management, customer master data, data warehouse, or related integrated digital platforms is required.
Experience documenting business requirements, process flows, acceptance criteria, reporting needs, enhancement requests, user stories, or automation opportunities is required.
Strong customer focus and connect process, data, system functionality, compliance expectations, and customer impact is required.
Project coordination, partner engagement, and multi-functional collaboration and influence without direct authority.
Experience supporting business simulation testing, user acceptance testing, regression testing, defect management, or post-Go-live stabilization is preferred.
Solid grasp of Order-to-Cash, Customer Service, distribution, or related commercial operations processes is preferred.
Process orientation, root cause analysis, continuous improvement mentality, attention to detail, and identify practical automation opportunities are required.
Excellent written, verbal, and presentation skills are required, including the ability to summarize complex information into clear recommendations for partners.
Preferred / Nice-to-have
Experience with SAP S/4HANA transformation or large-scale ERP implementations
Familiarity with J&J Customer Connect, Salesforce, EDI, OpenText, Sterling, or customer portal platforms
Knowledge of Order-to-Cash, Sales Order Management, Customer Service, Distribution, or pharmaceutical supply chain processes
Experience with Power BI, Excel advanced analytics, dashboards, scorecards, or data visualization tools
Experience supporting UAT, regression testing, validation, defect tracking, or hypercare
Understanding of master data, customer data, product data, or transactional data quality
Ability to translate between business and technical teams and communicate system impacts clearly
Essential skills:
Analytical Skills - Familiarity with data analysis tools and ability to analyze data metrics to assess the performance of digital platforms and identify to drove areas for improvement.
Project Management - Proficient in project management methodologies and tools, with experience being responsible for project timelines, work, and reporting.
Ability to translate business needs into requirements, user stories, process documentation, and enhancement requests
Experience working with integrated business platforms
Strong data analysis and reporting skills, including dashboards, metrics, scorecards, and insight summaries
Ability to identify process gaps, defects, root causes, manual workarounds, and continuous improvement opportunities
Strong multi-functional collaboration and partner engagement skills
High attention to detail with a strong compliance, documentation, and quality mentality
Ability to work independently as an individual contributor, lead priorities, and influence without direct authority
Required Skills:
Preferred Skills:
Business Behavior, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Issue Escalation, Order Processing, Problem Solving, Quality Services, Researching, Service Excellence, Service Request Management, Technical Support, Telephone Etiquette
The anticipated base pay range for this position is :
$79,000.00 - $127,650.00
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)).
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
o Vacation –120 hours per calendar year
o 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
o Holiday pay, including Floating Holidays –13 days per calendar year
o Work, Personal and Family Time - up to 40 hours per calendar year
o Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
o Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
o Caregiver Leave – 80 hours in a 52-week rolling period10 days
o Volunteer Leave – 32 hours per calendar year
o 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
