Summary
Confers with management on the Technical Customer Service team as a seasoned individual contributor, who works independently with minimal supervision. Helps establish and implement projects, programs, and processes in support of the organization's overall customer management strategy. Applies advanced knowledge of the technical customer service field to establish best of class policies, procedures, and plans for the area.
Description
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com
Job Function:
Customer ManagementJob Sub Function:
Technical Customer ServiceJob Category:
ProfessionalAll Job Posting Locations:
Paranaque, National Capital Region (Manila), PhilippinesJob Description:
Johnson & Johnson Global Services (GS) operates as the shared services organization that supports the businesses of Johnson & Johnson. We strive to streamline functional work across regions and sectors by applying standardized processes and innovative technology. The vision of GS is to further trusted relationships and deliver significant value by providing extraordinary services that empower our teams.
The GS SOURCEVIEW Team is dedicated to enhancing the MedTech industry's ability to leverage data for strategic decision-making. Through the SOURCEVIEW analytical tool, the team empowers organizations with actionable sales insights derived from actual purchase data from customers.
Job Summary:
We are seeking an experienced Domain Specialist to join our team. This role will focus on driving customer case operations while analyzing and improving existing processes to drive efficiency and quality enhancements. You will collaborate with multi-functional teams to ensure best practices are adopted and effectively implemented, positioning SOURCEVIEW as an essential component of our Sales analytics landscape.
Key Responsibilities:
Implement customer case operations to ensure smooth workflow execution.
Serve as the primary expert on the SOURCEVIEW analytical tool, ensuring its effective application across various groups.
Conduct training sessions and workshops to educate internal customers on the functionality and advantages of SOURCEVIEW.
Collaborate with data analysts to identify areas for efficiency and quality improvements, and to implement process enhancements.
Support the development of standard process protocols for data handling.
Collaborate with customers and leadership to develop data governance and quality improvement initiatives.
Oversee data governance initiatives to ensure the integrity, security, and compliance of data assets.
Develop documentation, including user manuals, training materials, and case studies, to facilitate the effective use of SOURCEVIEW.
Stay updated on industry trends, emerging technologies, and best practices in data analytics relevant to the MedTech field.
Contribute creative and innovative ideas to the team
Perform other work-related duties as assigned.
Qualifications:
Bachelor’s degree in Business Management, or a related field.
3+ years of experience in process analysis or improvement.
Experience in defining, monitoring, and improving data quality metrics to guarantee the accuracy, completeness, and consistency of data.
Experience in creating and maintaining data catalogs, with a solid understanding of the importance of metadata for enhancing data discoverability and usability.
Familiarity with process mapping tools is a plus.
Required Skills:
Strong analytical and process improvement skills.
Superb communication and interpersonal skills.
Capacity to work independently and manage multiple projects simultaneously.
Ability to work cross-functionally in a fast-paced environment and manage multiple projects.
Experience supporting and working with multi-functional teams in a dynamic environment.
