Customer Service Systems Specialist

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Assist in the daily operations of customer service-related systems.

• Ensure the stability of systems, accuracy of data, and prompt resolution of issues.

• Analyze incidents related to systems, service requests, and recurring challenges.

• Document root causes and aid in implementing corrective measures.

• Collaborate with Customer Service, Commercial, and IT teams to convert business requirements into system specifications and enhancements.

• Spearhead the integration of AI, advanced analytics, and automation to advance commercial platforms.

• Improve customer engagement, optimize pricing and revenue, and support data-driven decision-making.

• Facilitate scalable and compliant commercial execution across sales, marketing, and customer operations.

• Assist in system configuration, testing, validation, and deployment in accordance with IT and quality standards.

• Monitor performance metrics and service effectiveness of the systems.

• Generate reports and insights for ongoing improvement initiatives.

• Ensure data integrity, manage user access, and comply with internal controls and governance standards.

• Contribute to documentation, knowledge articles, and support materials for users.

• Work alongside vendors and internal technical teams to troubleshoot system issues and support upgrades or enhancements.

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related discipline (mandatory).

• 2–4 years of experience in supporting business applications, customer service systems, or IT service operations within a corporate setting.

• Technical expertise in application support, incident management, and fundamental system configuration or testing within enterprise platforms such as CRM, order management, or customer service tools.

• Familiarity with IT service management concepts, including ticketing systems, SLAs, change management, and root cause analysis.

• Skills in requirements gathering and process documentation.

• Capability to translate business needs into system-focused solutions.

• Analytical abilities for assessing system issues, analyzing data trends, and promoting continuous improvement.

• Strong communication skills for effective collaboration with technical teams and business stakeholders.

• Proven leadership qualities such as accountability, teamwork, learning agility, and alignment with the Johnson & Johnson Credo.

• Proficiency in business English is required.

• Willingness to travel up to 10%, predominantly within the country.

• Coursework or specialization in systems, analytics, or business process management is preferred.

• Experience in supporting customer service, commercial, or order-to-cash systems in a regulated or global organization is preferred.

• Knowledge of data reporting tools, dashboards, or basic SQL/Excel analysis is preferred.

• Experience with system implementations, upgrades, or user acceptance testing (UAT) is preferred.

• Understanding of customer service processes, call center operations, or commercial workflows is preferred.

• ITIL Foundation or an equivalent certification is 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.