Senior Analyst, Customer Support Services, Regional Operations in Piscataway, New Jersey | DiversityInc Careers
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Senior Analyst, Customer Support Services, Regional Operations

Johnson & Johnson Health Care Systems Inc. (HCS) is currently recruiting for a Senior Analyst, Customer Support Services, Regional Operations, located in Piscataway, NJ; considerations made for Monument, CO; Raynham, MA; Warsaw, IN; or West Chester, PA.

Johnson & Johnson Health Care Systems Inc. provides account management and customer support services to key health care customers, including hospital systems and group purchasing organizations, leading health plans, pharmacy benefit managers, and government health care institutions. The company also provides contract management, logistics and supply chain functions for the major Johnson & Johnson franchises.

Johnson & Johnson Customer & Logistics Services (CLS) is a global Supply Chain organization that supports operating units across all of the Johnson & Johnson Family of Companies. CLS strives to deliver an exceptional customer experience through leading critical customer facing-functions such as distribution and transportation. In addition, CLS oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. CLS supports all three sectors of Johnson & Johnson: Medical Device & Diagnostics, Pharmaceutical, and Consumer Products. This team is represented in multiple countries, and continues to grow globally in both visibility and responsibility. The CLS team reports to Johnson & Johnson Supply Chain and partners closely with groups throughout the supply chain organization.

Customer Support Services (CSS) is the centralized customer service function for the US Customer Experience team managing sales order management functions on behalf of Johnson & Johnson Medical Devices franchises.

As the Senior Analyst, you will provide superior analytical support to internal across the CLS US Region Supply Chain. You are responsible as the CSS IT / Telephony Lead to support the CLS US Region Supply Chain IT / Telephony requests to manage stakeholder relationships with IT internal and external partners: JNJ BUIT, Verizon, Cisco, Accenture, GTS and IT. You will serve as voice of the business to provide input to IT system / Telephony issues and projects through established tools /tracker. You will lead CSS Event Management / Business Continuity Process (BCP) and continually improve large event management process with cross functional partnerships. You are responsible for project management work to support the CLS US Region Supply Chain requests, and you will lead projects and deliver process improvements to the business. In this role, you will be responsible for regional system issue oversight, knowing where to obtain the data sources, managing specialized reporting and queries, and presenting the data in a format that allows management to make strategic decisions.

• Present data in a format that allows management to make strategic decisions; i.e., creation of an executive summary; use of PE/LEAN tools and concepts to analyze/drive process improvements as appropriate
• Create and maintain a standardized template of upcoming IT projects and present quarterly to Leadership team
• Demonstrate sense of urgency to deliver on time and ensuring accuracy in data presented.
• Partner with Associate Analyst to ensure Genesys HUNT group information is updated quarterly
• Update and maintain user guides, troubleshooting guides for telephony and call center applications
• Update and maintain all IT business documentation including telephony call flows, multi-media configuration and call center application in-take forms acquisitions and divestures
• Support business partnership between the Customer Support organization and Franchise functional areas
• Provide ongoing, end-user functional site “expert” support (answer business application / Telephony process- related questions, provide direction and training as appropriate)
• Maintain and lead CSS’s Event Management plan to mitigate any disruptions to the business. Serve as CSS Event Management point of contact to drive site readiness process for workgroups.
• Communicate risks to CSS Leadership team
• Collaborate with cross functional partners to serve as CSS representative on CLS event management team
• Report unresolved IT problems and issues to “help desk” for resolution; first point of contact for escalations.
• Create and maintain controlled documentation for all call center applications (e.g., Telephony / Multi-media call flows and messaging)
• Partner with site-specific business process subject matter authorities to support new processes
• Translate business requirements into system requirements
• Support acquisitions & divestures for all call center applications including implementation and UAT testing
• Execute integration testing as required, partnering with BUIT Lead to build UAT test scripts as needed
• Complete required compliance/assigned training by required due date
• Identify/prioritize systemic problems and improvement opportunities
• Works with internal partners to understand projects that could result in improvements that drive automation and regional alignment
• Provide project management support such as: conduct analysis and build data models to support business request, devise control plans to enable fast and reliable business decisions by management, and assist with execution of Change Control (Governance) process

Thriving with a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. We are proud to be an equal opportunity employer.

• Minimum of a Bachelor’s Degree required; advanced degree or focused degree in Supply Chain, Logistics, Business, or related discipline preferred
• Minimum of four (4) years of related experience required
• Requires experience utilizing various analytical/statistical tools to optimize business processes, with documented business results
• Project management experience required; PMP/FPX training or certification is helpful
• Process Excellence / LEAN experience or certification preferred
• Strong analytical and quantitative skills, and ability to see trends and patterns in data and translate into decisions
• Knowledge of SAP, JDE, or CIC platforms preferred
• Requires MS Excel proficiency, including VLOOKUPS and pivot tables; macros is helpful
• Requires demonstrated ability to translate data into PowerPoint presentations
• Vendor management experience is helpful
• Pharmaceutical or Medical Device industries experience is preferred
• Position located in either Piscataway, NJ; Monument, CO; Raynham, MA; Warsaw, IN; or West Chester, PA; with up to 10% domestic travel required

Primary Location
United States-New Jersey-Piscataway
Other Locations
North America-United States-Indiana-Warsaw, North America-United States-Colorado-Monument, North America-United States-Pennsylvania-West Chester, North America-United States-Massachusetts-Raynham
Johnson & Johnson HCS Inc. (6077)
Job Function
Customer Service
Requisition ID