J&J Family of Companies Senior Analyst Global System MGMT in Manila, Philippines
The Johnson & Johnson Global Consumer Care is currently seeking a Senior Analyst Global Systems Management to join the Global Strategy and Solutions team.
This position supports systems dedicated to the Global Consumer Care (GCC) operation along with those systems upon which Consumer Care operations relies on or connects. Executes key system management activities across GCC systems (i.e. Global Consumer Care Platform and Social Studio, Global Reporting Solutions, Global Knowledge Management system, etc..) including: system requests management from initial assessment to final resolution, user access management, reports development/support, new system releases and global/regional projects support, Systems Management processes design/maintenance, GCC Systems Governance Framework process support, and acting as a subject matter expert for the GCC computer systems. The goal of this position is to ensure the compliant delivery of all system management activities across all validated GCC computer systems.
Ensure quality and compliance in all actions by:
Attend GMP training on the schedule designated for my role and as appropriate for my role.
Adhere to strict compliance with procedures applicable to my role.
Exercise the highest level of integrity in the tasks that I perform.
In a timely and prompt manner, identify, report and seek correction for deviations noted in my workplace.
Embrace a behavior of employee involvement and commitment to doing the job right the first time.
Lead inter-departmental collaboration associated with system change management projects, ensuring that all stakeholder requirements are considered in the development of robust change management plans.
Manage system enhancements and system testing projects (i.e. new releases, new channels or apps implementation, Windows upgrade, etc..) including managing requirements, stakeholder expectations and timelines, and project resources.
Monitor industry trends and act as a change agent recommending technology enhancements for applications within the Global Consumer Care Center.
Manage/oversee user access to GCC systems, ensuring compliance to internal user access procedures and regulatory requirements (SOX, FDA, etc..) for user access.
Ensure the usability and integrity of GCC systems by reviewing all change management requests for accuracy, completeness and applicability to business rules.
Support the GCC Systems Governance Framework process by performing assessments of reported incidents, identifying the root cause of the incident, proposing solutions and managing the implementation of these solutions working with Local and Global Business and IT System Administrators and Development team.
Maintain good documentation practices in the management of system configuration changes, and ensure strict adherence to all procedures, and guides in the creation and maintenance of system configurations. Partner with Stakeholder(s) to conduct comprehensive assessment of requests to ensure a clear understanding of requirement. The assessment includes:
Validating the need for requested changes.
Assessing impacts to system functionality and business procedures.
Identifying impacts to downstream partner systems.
Developing solutions to address identified impacts.
Performing thorough testing of all system changes prior to implementing into production systems
Manage key system support tasks, including:
Manage applications requests via IRIS: initial assessment, routing and resolution
Manage/oversee requests resolutions with IT Application Services
Manage/oversee support tasks with IT Application Services and Contact Center vendors
Oversee contact us page integration, channels configuration in contact management system, and channels reconciliation processes.
Develop custom reports related to complex data inquiries from senior management, legal partners, and regulatory authorities.
Provide reporting support to Global/Regional reporting SMEs.
Assist with training and development of training materials.
Create system Work Instructions and Procedures (SOPs).
Provide support for internal audits and agent inspections related to system support procedures.
Support existing systems upgrade activities and Global solutions deployment as appropriate, including but not limited to:
Support Business Analyst/IT in identifying and prioritizing system improvement opportunities.
Notify stakeholder(s) of system change/addition requests and obtain appropriate approvals prior to processing requests within the necessary system.
Create validation scripts for execution by another or executes validation scripts as directed.
Create SOPs and Work Instructions to support new/updated processes resulted from system changes.
Work with IT partners in identifying and executing any activities necessary in support of cutover (e.g. system configuration set-up, system hyper vigilance monitoring, etc.).
Work collaboratively with Content Management Analysts to ensure end to end alignment within system and across system maintenance activities.
BA/BS in business or technology preferred.
Experience and Skills:
Minimum 3 years’ experience in working with case management systems, enhancements, and software releases
Direct experience in healthcare industry service centers is a plus
Experience with Salesforce applications
Understanding of data management systems, contact management systems
Strong customer service orientation, creative and positive problem solver
Strong analytical skills, able to pinpoint problems in data records based on analysis
Strong leadership skills, able to direct individuals in the context of project related activities
Excellent written and verbal communication skills
Written and verbal knowledge of English
Demonstrated critical thinking skills
Salesforce knowledge as Business System Administrator
Integrity and Credo-based Actions - lives Credo values; builds trust; tells the truth; initiates transparency into problems; demonstrates genuine caring for people.
Strategic Thinking - driven to envision a better future; takes any role or job and makes it better; has relentless dissatisfaction with status quo; motivated to leave things better than they were; a change agent.
Big Picture Orientation with Attention to Detail - able to operate in two “worlds” simultaneously e.g., growth and cost control, enterprise and operating company success; sees the why as well as the what; can zoom in or out as needed.
Organization & Talent Development - motivates and empowers others to achieve a desired action; enjoys developing diverse group of people; champions diversity; instills confidence; attracts good people; demonstrates a track record of people development; brings out the best in others; net exporter of successful talent; invests time to be personally “connected” with the organization.
Intellectual Curiosity - sees the possibilities; willing to experiment; cultivates new ideas; comfortable with ambiguity and uncertainty.
Collaboration and Teaming - puts interests of enterprise above own; works well across functions and groups; builds teams effectively; inspires followership; instills global mindset; champions best practices.
Prudent Risk-taking – inner confidence to take risks and learn from experience; courage to grab opportunities or shed non-viable businesses; willing to make tough calls.
Self-awareness and Adaptability – resilient; has personal modesty and humility; willing to learn from others; patient, optimistic, flexible and adaptable.
Results- and Performance-driven – assumes personal ownership and accountability for business results and solutions; consistently delivers results that meet or exceed expectations; makes the customer central to all thinking; keeps the focus on driving customer value.
Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ