Business Systems Analyst, Service Solutions - Santa Clara, CA - Johnson and Johnson

Johnson & Johnson is recruiting for a Business Systems Analyst, Service Solutions located in Santa Clara, CA.

About Johnson & Johnson

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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. Learn more at https://www.jnj.com/ .

The primary purpose of this position is to work within the Johnson & Johnson MedTech Surgery Service Solutions organization and support business units using CRM, ERP (Salesforce.com, SAP, CPQ, etc.) and other commercial related technologies to support global business processes, provide customer service, and support strategic objectives. The Business Systems Analyst is responsible for leading business systems enhancements as well as serving as tier 1 support for business system bug fixes, defects, and user errors. This role will serve as one of the Surgery Service Solutions business partners collaborating closely with IT, service business functions, and cross-functional partners.

This position requires in-depth process expertise in business requirement gathering, business process/gap analysis, process engineering/re-engineering, build/develop metrics, analytics and visualizations, and execution of UAT scripts to address project needs. An aptitude for timely completion of all tasks/projects under direct control. The ideal candidate will possess a combination of technical aptitude and customer focus to craft system tools with the needs of our customers always in mind.

Key Responsibilities:

• Functional requirement gathering and documentation, crafting workflows, and work collaboratively with cross functional & IT teams to build and scale customer services business systems.
• Optimize service levels including pursuing continuous improvement of service and sales operations processes using industry standard methodologies while always keeping the voice of our customers in mind.
• Partner with department stakeholders to perform functional analysis of core customer services business operations process and propose appropriate solutions. Navigate and influence requests for business system updates and improvements, prioritizing based on impact to customers, users, and business processes.
• Assist in administrative/technical duties for CRM, ERP and other customer service business systems. Aid with non-technical issues and bug fixes. Make minor improvements on demand.
• Develop training materials for users to learn the business systems. Train new users and conduct delta trainings for existing users as needed.
• Conduct analyses and build, supervise, and update reports and dashboards in ERP, CRM, Excel, and Tableau as required by the Sales and Support Services team. Ad hoc reporting as the need arises by the business. Build and maintain tools to help leadership with analytics of metrics.
• Define and maintain governance of CRM and ERP data, ensuring it is up to date and clean, and establishing processes for users to update information easily.
• Other related duties as may be assigned.

Education:

• A minimum of a bachelor's degree is required, preferably in business.

Experience and Skills:

Required:

• A minimum of two years' experience serving as a business analyst or similar role is required.
• Proven track record of developing Sales or Service business solutions in a CRM system is required.
• At least two years of technical experience with a CRM (such as SFDC) or ERP system (such as SAP, Oracle, etc.) is required.
• Demonstrated ability to gain insights from data is required.
• Demonstrated ability to organize multiple projects/tasks simultaneously with efficient prioritization of projects and within budget is required.

Preferred:

• At least one year experience as a certified administrator of Salesforce.com or SAP is preferred.
• EDI experience, preferably GHX is preferred.
• Capital, consumables or robotics industry experience is preferred. Familiar with Sales BOMs and configurable products is preferred.
• Experience with customer facing tools like a self-service portal is preferred.
• Experience with contact center, CPQ (configure, price, quote), Omnichannel, and other sales and service operations business systems is preferred.
• Working experience in a medical industry/FDA regulated environment is preferred.

Other:

• This role is located in Santa Clara, CA and may require up to 10% travel.

The anticipated base pay range for this position is $89,000 to $140,185.

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's discretion on an individual basis.

Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.

Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).

Employees are eligible for the following time off benefits:

• Vacation - up to 120 hours per calendar year.
• Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington - up to 56 hours per calendar year.
• Holiday pay, including Floating Holidays - up to 13 days per calendar year.
• Work, Personal and Family Time - up to 40 hours per calendar year.

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

This job posting is anticipated to close on 5/24/24. The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .

Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.