Product Ops Analyst Global Consumer Care

Job Description: Johnson & Johnson is recruiting for a Product Operations Analyst role to sit within our Global Consumer Care Product Line. This product line provides innovative omni-channel solutions for our Consumer Contact Centers around the world to serve our Consumers’ diverse needs. Johnson & Johnson Consumer Inc. is one of the world's largest consumer health and personal care products company. Our consumer companies produce many trusted brands, including JOHNSON'S® Baby, BAND-AID®, NEUTROGENA®, TYLENOL®, MOTRIN®, and LISTERINE®. Each one of our consumer businesses embraces innovative science to deliver products that anticipate consumer needs and build experiences that help them live healthy, vibrant lives. The role is responsible for effective service operations support for our global platforms and solutions within our J&J Technology Product Operations hub, ensuring efficient operational support processes are in place to drive business operational outcomes as well as supporting new product and project initiatives and optimizations. Major Duties and Responsibilities: Ensure operational support models are followed and optimized to provide excellent service levels to business partners Identify and analyze support trends, perform root cause analysis, and implement preventative and corrective actions Actively monitor support queues, providing triage for incoming service requests and incidents Perform operational tasks and identify areas of opportunities for efficiencies and simplification around data maintenance and configuration, report and dashboard requests, user administration, and mailbox management Maintain social media account configuration to support Consumer Health partners Collaborate closely with external Contact Centre partners to ensure effective use of J&J technology solutions Complete detailed data analysis and reconciliation as required to drive data integrity, insights, and quality Understand business processes and how the system is configured to meet these requirements, and present options for what-if scenarios Support testing of new product features, test script execution, and authoring of SOPs, Knowledge Articles, and Work Instructions Ensure alignment to Computer System Validation, SDLC, and IT internal regulations Other: Johnson & Johnson announced plans to separate our Consumer Health business to create a new publicly traded company. The process of the planned separation is anticipated to be completed within 24 months, and will be subject to legal requirements including consultation with works councils and other employee representative bodies, as required, and other customary conditions and approvals. It is anticipated that, following conclusion of the transaction, this position may be conveyed with New Consumer Health. In that case, details of any planned changes would be provided to the successful candidate by New Consumer Health at an appropriate time and would be subject to any necessary consultation processes. At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through innovative programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com. 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. Qualifications Qualifications Education: A minimum of a bachelors' degree in Computer Science, IT or STEM is required Experience and Skills: Required: 2+ years of applicable experience with supporting global business applications / IT Service Management Proficient in English (written and spoken) Proven leadership and influencing skills with strong written and verbal communication Preferred: Knowledge of Salesforce Service Cloud and Salesforce Certified Administrator Experience partnering with globally dispersed team members Experience in a regulated health care or similar environment (e.g. GxP) Primary Location Philippines-National Capital-Manila- Organization Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ Job Function Info Technology Requisition ID 2206056231W