Analyst, North America Customer Service Capabilities

Job description

Johnson & Johnson Health Care Systems Inc. is recruiting for an Analyst, located in Skillman, NJ as part of our NA Customer Service Capabilities.

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.

Analyst Responsibilities:
• Participate in the execution of business user acceptance testing primarily on behalf of Medical Device and Consumer sectors for Deliver functions.
• Support integration testing for all other upstream or downstream systems such as Redwood, Red Prairie, TMS, AWMS, Customer Portals, SAPAR, Telephony Platform systems, Web Methods, E Business systems, MDM, WMS Marc, Data Warehouse, Contract Systems, Crossroads, APO, Franchise legacy systems and HPQC test tool.
• Utilize strong analytical background, database analytics, and data tools.
• Support release management activities, which include changes related to system upgrades, maintenance, enhancements and break/fix solutions.
• Direct interact with the NA CLS Managers, IT Functional Team, Security, Quality and Compliance, SOX Compliance Management, Customer Support and Franchises who are supported in SAP, MDM, WMS, Web Methods, Business Warehouse, Contract Systems, and Back to Basics production environments.
• Handle all interactions with outside departments and franchise partners in a professional, helpful and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to validation and compliance requirements.
• Assist with troubleshooting issues related to the SAP deliver module.
• Lead/support regression testing efforts for major deployments.
• Prepare environments for scheduled testing, complete test plans, write test scripts, data mining, test script execution, progress reporting and assisting key stakeholders and partners in their testing efforts.
• Liaison for testing activities involving Order to Cash systems.
• Support Consumer SAP Mercury and Medical Device Order to Cash SAP in tracking and resolving reported issues.
• Maintain metrics to measure EDI error handling and resolution.
• Analyze EDI issues to identify root cause, and trends.
• Maintain monthly dashboard to identify EDI trends and measure error resolution.
• Support Consumer SAP Mercury and Medical Device Order to Cash SAP in tracking and resolving reported issues.
• Demonstrate the ability to manage multiple priorities successfully and work independently while demonstrating initiative.
• Demonstrate the analytical experience required to thrive in a dynamic work environment
• Maintain strong interpersonal and collaboration required to succeed with internal and external business partners.

Desired profile

• Minimum of a Bachelor Degree required
• Minimum two (2) years overall related business experience required
• Minimum one (1) year of experience in customer service or logistics experience preferred
• Multi-sector experience preferred
• Strong working knowledge of Microsoft Office Suite required, with Excel vLookups and/or pivot tables preferred
• Strong working knowledge of SAP Portal and SAP ECC required
• Knowledge of HP Quality Center, SAP CIC, Solution Manager, Charm, or Tableau preferred
• Experience with MDM system tools and processes preferred
• Position requires working in Skillman, NJ and will require travel to other CLS office locations in Piscataway, including a potential for 10% travel