Transcend Customer Service Value Stream Lead

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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Supply Chain Deliver

Job Sub Function:

Deliver Excellence

Job Category:

Professional

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Ethicon, a member of the Johnson & Johnson family of companies is currently hiring a Transcend Customer Service Value Stream Lead to join its dynamic team.

Remote work options may be considered on a case-by-case basis and if approved by the Company for US based candidates.

About Medtech

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/.

Transcend is a global business transformation program that will modernize our foundational transactional processes and harmonize them into one “clean” ERP as a standardized platform for growth and efficiency gains. This program will simplify the Med Tech ERP landscape, standardizing processes to have a cost-effective, fit-for-purpose digital backbone that will enable us to support the MedTech business with agility.

This position is responsible for ensuring that the established global Transcend Order to Cash (OTC) template effectively supports the North America Customer Service organization. The Senior Analyst will serve as a member of the Value Stream team, collaborating with Business Unit subject matter experts and cross-functional stakeholders to drive process alignment, facilitate testing, ensure data readiness, and promote business adoption.

Key Responsibilities

Solution Confirmation

• Assist the Senior Manager, Customer Service Value Stream by identifying and documenting gaps in solution design, utilizing Jira for accurate tracking and record-keeping.
• Plan, and participate in workshops, working sessions, as well as training and educational events, engaging multiple stakeholders to ensure effective collaboration and alignment.

Testing and Quality Assurance

• Collaborate with subject matter experts (SMEs) to prepare and document robust test scenarios and relevant test data.
• Coordinate with SMEs and business testers to guarantee comprehensive test coverage across processes.
• Support defect management through triage, root cause analysis, and resolution tracking, ensuring issues are promptly addressed and mitigated.
• Identify and raise process gaps, risks, and inefficiencies, providing recommended solutions for improvement.
• Validate that deployed solutions fulfil business requirements and are ready for implementation.

Data Readiness and Deployment

• Complete data readiness tasks including cleansing, validation, and alignment of data to support deployment activities.
• Partner with data, business and IT to ensure the accuracy and completeness of all required data objects.
• Ensure preparedness for testing cycles and deployment milestones, facilitating seamless transitions.

Process Adoption and Integration

• Assess and communicate process-level change impacts to relevant stakeholders.
• Support the development of training and readiness plans, acting as a change agent to promote adoption and understanding across the business.
• Partner with