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Business Solutions Analyst, Customer Services

Company: Johnson & Johnson
Location: Redwood City
Posted on: June 6, 2021

Job Description:

Johnson & Johnson is recruiting for a Business Analyst, Support Services to be located in Redwood City, CA. Johnson & Johnson Medical Devices is focused on shaping the future of digital surgery and expanding its robotics and digital solutions offerings across the entire portfolio, with multi-specialty, end-to-end solutions in orthopaedics, endoluminal intervention and general surgery. This includes the MONARCH platform, a first-of-its-kind robotic technology indicated for bronchoscopic visualization of and access to patient airways for diagnostic and therapeutic procedures in the lung. Ethicon, part of Johnson & Johnson Medical Devices Companies, has made significant contributions to surgery for more than 100 years from creating the first sutures, to revolutionizing surgery with minimally invasive procedures. Our continuing dedication to Shape the Future of Surgery is built on our commitment to help address the world's most pressing health care issues and improve and save more lives. Through Ethicon's surgical technologies and solutions including sutures, staplers, energy devices, trocars and hemostats and our commitment to treat serious medical conditions like obesity worldwide, we deliver innovation to make a life-changing impact. For more information, visit www.ethicon.com. The primary purpose of this position is to work within the Support Services business operation using Salesforce.com, SAP, CPQ, and other commercial related technologies to support global business processes, provide customer service, and support strategic objectives. The business analyst is responsible for leading business systems implementations and enhancements as well as serving as tier 1 support for business system bug fixes, defects, and user errors. This role will serve as the Support Services business partner 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. Core Job 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. Serve as the administrator for Salesforce.com (SFDC), CPQ, Talkdesk, and other customer services 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 SAP, SFDC, 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 SFDC and SAP 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. Qualifications Bachelor's Degree is required, preferably in business A minimum of five years' experience in a Sales or Service role is required. Proven track record of developing Sales or Service business solutions in Salesforce.com is required. Experience developing Sales or Service business solutions in SAP or an equivalent ERP 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. Certified Salesforce Administrator 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. This role will be located in Redwood City, CA and may require up to 10% travel. Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability. Primary Location United States-California-Redwood City-150 Shoreline Dr Organization Auris Health, Inc. (6267) Job Function Info Technology Requisition ID 2105927006W

Keywords: Johnson & Johnson, Redwood City , Business Solutions Analyst, Customer Services, Other , Redwood City, California

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