Customer Service Systems Specialist

Job not on LinkedIn

🔥 49 minutes ago

🐊 Florida, New Jersey, +2 more states – Remote

🐊 Florida – Remote 🏖️ New Jersey – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote

💵 $94k - $151.8k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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This company has sponsored H1B visas in the past.

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Johnson & Johnson

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1886

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

Johnson & Johnson is a multinational corporation focused on innovating across multiple sectors of healthcare and medicine. With a commitment to redefining healthcare, the company merges science and technology to address complex diseases through its divisions in innovative medicine and medical technology. Its areas of focus include oncology, immunology, neuroscience, and specialty ophthalmology, as well as interventional solutions and orthopaedics. J&J is dedicated to advancing global health equity and environmental sustainability while fostering innovation, diversity, and inclusion in the workplace. The company strives to provide solutions that connect health and care for providers, patients, and communities worldwide.

📋 Description

• Support day-to-day operations of customer service-related systems • Ensure system 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 • Enhance customer engagement, pricing and revenue optimization, and data-driven decision-making • Support scalable and compliant commercial execution across sales, marketing, and customer operations • Assist with system configuration, testing, validation, and deployment in alignment with IT and quality standards • Monitor system performance and service metrics • Prepare reports and insights for 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 • Collaborate with vendors and internal technical teams to resolve system issues and support upgrades or enhancements

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field (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 such as CRM, order management, or customer service tools • Working knowledge of IT service management concepts including ticketing, SLAs, change management, and root cause analysis • Requirements gathering and process documentation skills • Ability to translate business needs into system-oriented solutions • Analytical skills for evaluating system issues, reviewing data trends, and supporting continuous improvement • Effective communication skills for collaborating with technical teams and business stakeholders • Demonstrated leadership behaviors including accountability, teamwork, learning agility, and alignment with the Johnson & Johnson Credo • English business proficiency required • Willingness to travel up to 10%, primarily domestically • Coursework or concentration in systems, analytics, or business process management (preferred) • Experience supporting customer service, commercial, or order-to-cash systems in a regulated or global organization (preferred) • Familiarity with data reporting tools, dashboards, or basic SQL/Excel analysis (preferred) • Exposure to system implementations, upgrades, or user acceptance testing (UAT) (preferred) • Understanding of customer service processes, call center operations, or commercial workflows (preferred) • ITIL Foundation or comparable certification (preferred)

🏖️ Benefits

• Consolidated retirement plan (pension) • Savings plan (401(k)) • Long-term incentive program • Vacation – 120 hours per calendar year • Sick time – 40 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 period • Volunteer Leave – 32 hours per calendar year • Military Spouse Time-Off – 80 hours per calendar year • Inclusive interview process and disability accommodations • Equal opportunity employment

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