Business Solutions Senior Analyst

Title: Business Solutions Senior Analyst

Location:  Titusville, New Jersey, United States of America Shepherdsville, Kentucky, United States of America Somerset, New Jersey, United States of America

Hybrid Work

Full time

job requisition id R-082417

Job Description:

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. 

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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:

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way!

We are searching for the best talent for a Business Solutions Sr Analyst to join our Team! This is an onsite/hybrid role.

This hybrid position will be located in New Jersey, Kentucky (USA). Alternate hybrid locations may be considered in Toronto (CAN).

Please note that this role is available across multiple countries and may be posted under different requisition numbers to align with local requirements.

While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

New Jersey & Kentucky, USA - Requisition Number: R-082417

Canada - Requisition Number: R-084987

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:

• Minimum of a Bachelor’s degree is required.

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

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

If you are under 18 years of age, you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

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:
• 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 – 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 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.
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits