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Job Function:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
ProfessionalAll Job Posting Locations:
Palm Beach Gardens, Florida, United States of America, Raynham, Massachusetts, United States of America, Warsaw, Indiana, United States of AmericaJob Description:
DePuy Synthes is recruiting for a(n) Analyst, OTC Process Reliability, located in Raynham, MA or Palm Beach Gardens, FL or Warsaw, IN.
Job Overview:
The Analyst, OTC Process Reliability plays a key role in supporting the Order to Cash Business Process Enablement & Reliability organization by ensuring the reliability and continuous improvement of OTC systems and processes across DePuy Synthes. This position focuses on resolving operational issues, supporting system enhancements, and enabling efficient order processing that directly impacts customer experience and business performance.
Key Responsibilities:
• Manage OTC exceptions and support: resolve consignment reconciliations,
billing kickouts, pricing/incomplete orders, zero-pick and credit holds; perform
Winshuttle operations and SERF testing; triage EDI/IDOC errors (open IRIS
tickets, escalate to IT); troubleshoot SAP access; ensure compliance, produce
order notes, drive cross-functional fixes and customer follow-up, and complete
required training.
• Support moderate-sized OTC projects: define scope, gather requirements,
manage delivery tasks, and drive timely decisions.
• Act as the OTC subject-matter expert for DePuy Synthes processes, answering
inquiries, resolving issues, and providing status updates to business and IT
partners.
• Own change control, communications, and stakeholder alignment for process improvements, break/fix activities, and approved system changes.
• Collaborate with commercial, supply chain, compliance, and IT teams to design end-to-end solutions and perform root-cause analysis.
• Support requirements gathering and testing activities, including participation in solution reviews, development of test plans, and preparation of valid data for Business Simulation Testing and User Acceptance Testing.
• Drive continuous improvement using Lean/Process Excellence and project
management techniques while maintaining visibility into supply-chain
interdependencies.
• Utilize SAP and work with supply-chain platforms (e.g., Jira, SolMan, IRIS) to
enable remote, cross-functional collaboration and traceability.
Qualifications
Education:
•Bachelor's preferred
• Degree in Supply Chain, Information Technology, Business, or a related field
preferred
Experience and Skills:
Required:
• Minimum of 2 years of relevant professional experience; business experience is also preferred
• Strong analytical and problem-solving skills with technical aptitude
• Experience with testing methodologies and structured validation processes
• Knowledge of compliance requirements (e.g., CSV, SOX, GxP)
• Process-oriented mindset with attention to detail and accuracy
• Proven ability to manage multiple priorities, stay organized, and meet deadlines
Preferred:
• Understanding of OTC processes and error handling workflows
• Understanding of Error Handling Processes as it relates to the OTC process
• Understanding of supply chain interdependencies (end-to-end)
• Demonstrated use of continuous improvement tools and methodology such as,
Process Excellence, LEAN, and project management, to evaluate, challenge,
and optimize business processes.
• Change management skills
• Experience in SAP Sales & Distribution Module
• Detailed understanding of MedTech business processes and data
• Experience using Supply Chain tech platforms (e.g. JIRA, Solman, IRIS etc.)
• Validated experience working remotely with business partners, in a highly
collaborative environment
• Strong written and verbal communication skills, with ability to work across all
organizational levels
Other:
• Limited; up to 10% domestic and/or international travel may be required
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 announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
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.
#LI-Hybrid
#DePuySynthesCareers
Required Skills:
Preferred Skills:
Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request ManagementThe anticipated base pay range for this position is :
65,000.00 - 117,000.00 USD AnnualAdditional 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 For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefitsSkills Required
- Bachelor's degree
- Minimum of 2 years of relevant professional experience
- Strong analytical and problem-solving skills with technical aptitude
- Experience with testing methodologies and structured validation processes (Business Simulation Testing, UAT)
- Knowledge of compliance requirements (CSV, SOX, GxP)
- Process-oriented mindset with attention to detail and accuracy
- Proven ability to manage multiple priorities, stay organized, and meet deadlines
- Understanding of OTC processes and error handling workflows
- Understanding of supply chain interdependencies (end-to-end)
- Experience using continuous improvement tools and methodologies (Lean, Process Excellence) and project management techniques
- Change management skills
- Experience in SAP Sales & Distribution Module
- Detailed understanding of MedTech business processes and data
- Experience using supply chain platforms (Jira, SolMan, IRIS)
- Validated experience working remotely with business partners in a collaborative environment
- Strong written and verbal communication skills across organizational levels
Johnson & Johnson Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Johnson & Johnson and has not been reviewed or approved by Johnson & Johnson.
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Healthcare Strength — Healthcare coverage is characterized as comprehensive across medical, dental, and vision, with added supports like onsite clinics, fitness centers, and Employee Assistance resources. Mental-health services and wellbeing reimbursements are also described as meaningful components of the overall package.
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Retirement Support — Retirement offerings are portrayed as a major differentiator, combining a 401(k) with employer matching and an employer-funded pension plan. Stock options and other long-term financial supports are also positioned as part of the broader rewards mix.
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Parental & Family Support — Family-related benefits are presented as notably strong, including paid parental leave for all new parents and additional leave types for caregiving and bereavement. Financial assistance for adoption, fertility treatment, and surrogacy is highlighted as a significant support.
Johnson & Johnson Insights
What We Do
Profound Change Requires Boldness. Johnson & Johnson is the largest and most broadly based healthcare company in the world. We’re producing life-changing breakthroughs every day, and have been for the last 130 years. The combination of new technologies and your expertise enables amazing things to happen. Teams from J&J’s consumer business are creating digital tools to help people track the health of their skin. Those working in medical devices are 3-D printing artificial joints personalized for each patient, while researchers in pharmaceuticals use AI to discover lifesaving drugs. Imagine what the rest of our team of 134,000 people at 260 companies in more than 60 countries across the world is accomplishing. We redefine what it means to be a big company in today’s world. Social Media Community Guidelines: http://www.jnj.com/social-media-community-guidelines
