Business Solutions Senior Analyst

Johnson & Johnson is seeking a Business Solutions Senior Analyst to support the Sales Order Management process and governance within the JOM Customer Service & Channel Operations organization.

This onsite/hybrid role will be based in New Jersey or Kentucky (USA) and may also be posted for Canada. The Analyst collaborates closely with the Senior Manager of Business Solutions, Digital Customer Solutions Leads, technical product owners, and multi‑functional work streams to translate customer service and order management needs into actionable requirements, analytics, process insights, enhancement opportunities, and automation use cases.

• Serve as a supporting team member in the execution of Sales Order Management process governance, capability roadmap priorities, enhancements, change requests, and transformation initiatives.
• Partner with Customer Service, Supply Chain, Global Deliver, JJT, Technical Services, Distribution, and regional business collaborators to document business needs, process requirements, data needs, and system impacts across ancillary systems.
• Translate business requirements into acceptance criteria, process documentation, reporting requirements, enhancement requests and automation opportunities.
• Analyze transactional, process, master data, and customer experience information to identify defects, trends, manual workarounds, adoption gaps, root causes, and improvement opportunities.
• Map current‑state and future‑state processes, including data handoffs, system touchpoints, exception paths, manual interventions, compliance considerations, and automation potential.
• Support the Transcend project with testing, validation activities, and post Go‑live monitoring by preparing test data, analyzing results, identifying root causes, tracking defects, and recommending remediation actions.
• Support quality compliance, system validation, change control, and controlled documentation processes to ensure changes to related systems remain compliant and fit for use.

Education: Minimum of a Bachelor’s degree.

Skills & Experience:

• 4 years of relevant experience in Customer Service, Order Management, Supply Chain, business solutions, business analytics, process improvement, or digital transformation.
• Experience supporting ERP, SAP, Salesforce, EDI, customer portals, case management, customer master data, data warehouse, or related integrated digital platforms.
• Experience documenting business requirements, process flows, acceptance criteria, reporting needs, enhancement requests, user stories, or automation opportunities.
• Strong customer focus and ability to connect process, data, system functionality, compliance expectations, and customer impact.
• Project coordination, partner engagement, and multi‑functional collaboration and influence without direct authority.
• Experience supporting business simulation testing, user acceptance testing, regression testing, defect management, or post‑Go‑live stabilization (preferred).
• Solid grasp of Order‑to‑Cash, Customer Service, distribution, or related commercial operations processes (preferred).
• Process orientation, root cause analysis, continuous improvement mentality, attention to detail, and identifying practical automation opportunities.
• Excellent written, verbal, and presentation skills, including summarizing complex information into clear recommendations for partners.

• Experience with SAP S/4
  
  HANA transformation or large‑scale ERP implementations.
• Familiarity with J&J Customer Connect, Salesforce, EDI, Open Text, Sterling, or customer portal platforms.
• Knowledge of Order‑to‑Cash, Sales Order Management, Customer Service, Distribution, or pharmaceutical supply chain processes.
• Experience with Power BI, Excel advanced analytics, dashboards, scorecards, or data visualization tools.
• Experience supporting UAT, regression testing, validation, defect tracking, or hypercare.
• Understanding of master data, customer data, product data, or transactional data quality.
• Ability to translate between business and technical teams and communicate system impacts clearly.

• Analytical skills – proficiency with data…