Johnson & Johnson Services Inc is currently recruiting for a Customer Value & Support (CV&S) Solution Support Analyst in Bridgewater, NJ.

The CV&S Solution Support Analyst is responsible for providing support to the CV&S teams who own day-to-day support of the business Super Users within supply chain systems, driving business adoption and training for new projects, and responsible for delivering Continuous Improvement based on customer expectations.

The role is also responsible for:

• Provide business adoption and training support for critical business systems based on the specific requirements of systems and will support the continuous business adoption of systems by users.
• Assisting with ongoing Super User support in the supply chain network.
• Utilizing and maintaining processes, methodologies and tools available to govern the delivery of services to the business community.
• Assist in the development and support of a community of practice to facilitate the sharing of best practices across the organization and act as an escalation point for issues for users.
• Support the creation and maintenance of training programs and materials in accordance with J&J standards and procedures and delivery of training to Super users as appropriate.
• Assist Super Users in providing access and security controls support for the systems according to the define processes.
• Supporting sites in the revalidation of systems following changes approved through the Change Control Board
• Supporting Solution Support Leads to ensure the highest user satisfaction.

Consistently seek to deliver continuous improvements within Customer support processes.

KEY RESPONSIBILITIES:

Provide DAY TO DAY PRODUCTION AND PROJECT SUPPORT REQUIREMENTS FOR SYSTEM USERS FOR J&J SUPPLY CHAIN

a. Provide analytical support per SLA agreement for the designated system platform(s) to track service performance and system health metrics and set targets which in turn can be used to drive continuous improvement across the Supply Chain.

b. Support delivery of Business Adoption and Training framework within deployment and business ramp up based on the specific requirements of systems to drive early adoption including change management, training, SUN stand-up, training effectiveness and post go-live support readiness.

c. Working with I.T., the Systems Delivery Leads and leveraging the Super User network, support the business in its preparation for upgrades to systems or process modifications ensuring change management principles are applied.

d. Actively track all support requests in compliance with applicable processes to evaluate levels of support required and quality and timeliness of responses.

e. Ensure all support documentation aligns with the SCSS Documentation Management requirements, including creation, revision, review, and approval when it is required.

• Assist system regulatory audit/inspection support.

SUPPORT ACROSS ALL CV&S AND BUSINESS SERVICE AREAS INCLUDING TOOLS, PROCESSES, AND ANALYSIS TO ENSURE CONTINUOUS IMPROVEMENT

a. Provide analytical support, data analysis, and other reporting for critical business service tools and processes

b. Support systems’ validation following approved changes /enhancements

TRAIN AND SUPPORT THE NETWORK OF SUPER USERS

a. Become a knowledge expert in the key tools and processes to successfully support the change management activities including ramp up in the building of a community of super users to support systems issues on site/location

b. Act as key point of contact for key business partners providing support, guidance, and training of key SUN tools and processes

c. Support the ongoing maintenance, analysis and tracking of training programs and materials post deployment in accordance with J&J standards and procedures

d. Identifying gaps in the Super User community, SUN processes, and tools through data analysis and reporting

Assist Super Users in providing access and security controls support for the appropriate systems.

CONTINUOUSLY STRIVE FOR EXCELLENCE IN CUSTOMER SUPPORT SERVICE DELIVERY

1. Using insights, metrics and trends, embed a continuous improvement mindset in all activities and actively promote and implement Lessons Learned in processes and ways of working with the aim of consistently pursuing lean excellence

b. Leverage the SCSS Customer Satisfaction process to track and monitor customer satisfaction levels and instigate appropriate corrective action.

c. Attend periodic meetings to review performance against standards, share lessons learnt and develop improved approaches to the delivery of customer value and support.

1. Actively participate in external conferences and forums to capture the most up to date, effective and efficient methodologies to support systems and users
2. Actively participate in the sharing of best practice across the CV&S teams to consistently strive for step change improvements on delivery performance

EDUCATION:

Minimum of a Bachelor's degree is required. Preferred Bachelor's degree in Supply Chain Management, Business Management, Computer Engineering/Science or Technology.

EXPERIENCE AND SKILLS:

Required:

• Supply chain experience
• Strong organization and prioritization skills
• Ability to communicate effectively
• Strong analytical skills with ability to organize and visualize large data sets
• Good follow through with attention to detail
• Out of the box thinking, ability to effectively challenge ways of working to improve processes
• Awareness of Systems within Supply Chain, such as SAP, APO, TrackWise, Tru, TruVault, MES, etc.
• Knowledge of Change Management best practices
• Proven knowledge of CI, PEx & LEAN principles and application
• Business functional knowledge of/or experience in systems within Supply Chain.
• Showing initiative in innovative approaches to challenges in a fast-paced, changing global environment
• Ability to build strong collaborative partnerships across all teams within SCSS and with customer groups including conflict resolution and facilitation skills.
• Highly proficient in Microsoft Office Suite required; experience in other Supply Chain systems desired
• This position is located in Bridgewater, NJ and may require Domestic and International travel of up to 10-20%

Preferred:

• Six Sigma/LEAN certification preferred
• One of non-English language (such as Japanese, Chinese Mandarin, Spanish, Portuguese, etc) is nice to have

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