Analyst OTC Process Reliability

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** Job Function:*
* Customer Management

** Job Sub*
* ** Function:*
* Customer Service Operations

** Job Category:*
* Professional

** All Job Posting Locations:*
* Palm Beach Gardens, Florida, United States of America, Raynham, Massachusetts, United States of America, Warsaw, Indiana, United States of America

*
* Job 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 (OTC) Business Process Enablement 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, Sol Man, IRIS) to

enable remote, cross-functional collaboration and traceability.

Qualifications

Education:

- Bachelor's degree required

- Degree in Supply Chain, Information Technology, Business, or a related field

preferred

Experience and Skills:

Required:

- 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

- 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…