Director Data Analyst Sql Tableau Jobs in Rochester, IN

DePuy Synthes is recruiting for aProfessional,Customer Service Systems, located in Raynham, MA; Raritan, NJ; West Chester, PA; Palm Beach Gardens, FL; OR Warsaw, IN.

This role supports the reliability, performance, and continuous improvement of customerfacing service systems that enable commercial and customer service operations. TheProfessional, Customer Service Systemspartners with IT, Commercial Technology, and business stakeholders to support system functionality, analyze issues, and improve processes that directlyimpactcustomer experience, order fulfillment, and service efficiency. This position offers exposure to enterprise systems,crossfunctionalcollaboration, and meaningful contributions to customer satisfaction in a global MedTech organizationand reports into the DePuy Synthes Technology organization.

Key Responsibilities

• Support daytoday operations of customer service-related systems, ensuring stability, data accuracy, andtimelyissue resolution.

• Analyze system incidents, service requests, and recurringissues;document root causes and support corrective actions.

• Partner with Customer Service, Commercial, and IT teams to translate business needs into system requirements and enhancements.

• Lead the application of AI, advanced analytics, and automation to modernize commercial platforms, enhancing customer engagement, pricing and revenue optimization, anddatadrivendecisionmakingwhile driving scalable and compliant commercial execution across sales, marketing, and customer operations.

• Assistwith system configuration, testing, validation, and deployment activities in alignment with IT and quality standards.

• Monitor system performance and service metrics, preparing reports and insights to support continuous improvement initiatives.

• Support data integrity, user access management, and compliance with internal controls and governance requirements.

• Contribute todocumentation, knowledge articles, and user support materials for customer service systems.

• Collaborate with vendors and internal technical teams to resolve system issues and support upgrades or enhancements.

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, ora related field(required).

• Coursework or concentration in systems, analytics, or business process management (preferred).

Experience and Skills

Required

• 2-4years of experience supporting business applications, customer service systems, or IT service operations in a corporate environment.

• Technical skills in application support, incident management, and basic system configuration or testing within enterprise platforms (e.g., CRM, order management, or customer service tools).

• Working knowledge of IT service management concepts such as ticketing, SLAs, change management, and root cause analysis.

• Strong business skills, including requirements gathering, process documentation, and the ability to translate business needs into systemoriented solutions.

• Analytical skills to evaluate system issues, review data trends, and support continuous improvement initiatives.

• Effective communication skills to collaborate with technical teams and business stakeholders at varying levels.

• Demonstrated leadership behaviors such as accountability, teamwork, learning agility, and alignment withthe Johnson& Johnson Credo.

Preferred

• Experience supporting customer service, commercial, or ordertocash systems in a regulated or global organization.

• Familiarity with data reporting tools, dashboards, or basic SQL/Excel analysis to support operational insights.

• Exposure tosystem implementations, upgrades, or user acceptance testing (UAT).

• Understanding ofcustomer service processes, call center operations, or commercial workflows.

• Emerging leadership skills, including the ability to influence without authority and proactivelyidentifyimprovement opportunities.

Other

• Language Requirements: English (businessproficiencyrequired).

• Travel: Up to 10%, primarily domestic.

• Certifications: ITIL Foundation or comparable certification (preferred).

For more information on how we support the whole health of our employees throughout their wellness, career, and life journey, please visitwww.careers.jnj.com.