Professional, Customer Service Systems

About the role

DePuy Synthes is recruiting for a Professional, Customer Service Systems, located in Raynham, MA; Raritan, NJ; West Chester, PA; Palm Beach Gardens, FL; or Warsaw, IN. This role supports the reliability, performance, and continuous improvement of customer-facing service systems that enable commercial and customer service operations. The position offers exposure to enterprise systems, cross-functional collaboration, and meaningful contributions to customer satisfaction in a global MedTech organization and reports into the DePuy Synthes Technology organization.

Responsibilities

• Support day-to-day operations of customer service–related systems, ensuring 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, enhancing customer engagement, pricing and revenue optimization, and data-driven decision-making while driving scalable and compliant commercial execution across sales, marketing, and customer operations.
• Assist with system configuration, testing, validation, and deployment activities in alignment with IT and quality standards.
• Monitor system performance and service metrics, preparing reports and insights to support 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 for customer service systems.
• 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). Coursework or concentration in systems, analytics, or business process management (preferred).
• 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 (e.g., CRM, order management, or customer service tools).
• Working knowledge of IT service management concepts such as ticketing, SLAs, change management, and root cause analysis.
• Strong business skills, including requirements gathering, process documentation, and the ability to translate business needs into system-oriented solutions.
• Analytical skills to evaluate system issues, review data trends, and support continuous improvement initiatives.
• Effective communication skills to collaborate with technical teams and business stakeholders at varying levels.
• Demonstrated leadership behaviors such as accountability, teamwork, learning agility, and alignment with the Johnson & Johnson Credo.

Preferred Qualifications

• Experience supporting customer service, commercial, or order-to-cash systems in a regulated or global organization.
• Familiarity with data reporting tools, dashboards, or basic SQL/Excel analysis to support operational insights.
• Exposure to system implementations, upgrades, or user acceptance testing (UAT).
• Understanding of customer service processes, call center operations, or commercial workflows.
• Emerging leadership skills, including the ability to influence without authority and proactively identify improvement opportunities.
• ITIL Foundation or comparable certification.

Other Details

English (business proficiency) is required. Travel: Up to 10%, primarily domestic.

Should you accept this position, it is anticipated that, following the planned separation of Johnson & Johnson’s Orthopedics business into a standalone company (DePuy Synthes), you would transition to employment with DePuy Synthes, subject to legal and regulatory requirements.

Pay

The anticipated base pay range for this position is $94,000.00 - $151,800.00.