Full Job Description
Professional, Customer Service Systems
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 aProfessional,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. TheProfessional, Customer Service Systemspartners with IT, Commercial Technology, and business stakeholders to support system functionality, analyze issues, and improve processes that directlyimpactcustomer experience, order fulfillment, and service efficiency. This position offers exposure to enterprise systems,crossfunctionalcollaboration, and meaningful contributions to customer satisfaction in a global MedTech organizationand reports into the DePuy Synthes Technology organization.
Key Responsibilities
Support daytoday operations of customer service 6lated systems, ensuring stability, data accuracy, andtimelyissue resolution.
Analyze system incidents, service requests, and recurringissues;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, anddatadrivendecisionmakingwhile driving scalable and compliant commercial execution across sales, marketing, and customer operations.
Assistwith 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 todocumentation, 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
Bachelors degree in Information Technology, Computer Science, Business Information Systems, ora related field(required).
Coursework or concentration in systems, analytics, or business process management (preferred).
Experience and Skills
Required
2-4years 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 systemoriented 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 withthe Johnson Johnson Credo.
Preferred
Experience supporting customer service, commercial, or ordertocash systems in a regulated or global organization.
Familiarity with data reporting tools, dashboards, or basic SQL/Excel analysis to support operational insights.
Exposure tosystem implementations, upgrades, or user acceptance testing (UAT).
Understanding ofcustomer service processes, call center operations, or commercial workflows.
Emerging leadership skills, including the ability to influence without authority and proactivelyidentifyimprovement opportunities.
Other
Language Requirements: English (businessproficiencyrequired).
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 visitwww.careers.jnj.com.
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 Companys consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Companys 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 30 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 Companys 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:
