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:
Customer Service OperationsJob Category:
ProfessionalAll Job Posting Locations:
Toronto, Ontario, CanadaJob Description:
Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.
Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at https://www.jnj.com/innovative-medicine
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 Pharmaceutical ERP landscape from 7 to 1, standardizing processes to have a cost-effective, fit-for-purpose digital backbone that will enable us to support the Pharmaceutical business with agility. Additionally, the program will remediate the end-of-life system exposure that we risk towards the end of this decade.
Apply today for this exciting opportunity to be part of our growing team!
The NA IM Senior Analyst, Business Product Owner, leads and optimizes end-to-end order-to-cash processes across EDI management, online portal J&J Customer Connect (JJCC), and SAP S/4HANA (TIME) within the Canadian Customer Service organization. As a strategic partner to business units and IT, the role ensures seamless system integration, drives error resolution, and champions JJCC adoption and digital solutions aligned with the organization’s strategic vision. The position oversees requirements prioritization, testing (including UAT), training, post-launch support, and continuous improvement to enhance data accuracy, operational efficiency, and customer experience, while ensuring SOX compliance.
Key Responsibilities:
Manage daily EDI operations, including onboarding new customers, transactions, and change requests.
Monitor incoming and outgoing EDI transactions for errors using designated error handling frameworks.
Escalate or resolve flagged errors to ensure order accuracy.
Support SOX controls related to EDI Interfaces
Administer JJCC platform: manage new registrations and resolve issues.
Collaborate with customers and internal teams to resolve access or transaction issues.
Manage escalations for JJCC support with Information Technology (IT).
Promote JJCC adoption through training and support.
Lead troubleshooting and testing of JJCC and related systems when resolving tickets or implementing enhancements.
Oversee the flow of order-to-invoice information from JJCC to SAP S/4HANA (ERP system).
Escalate or resolve flagged errors to ensure order accuracy
Support SOX controls related to JJCC Interfaces
Serve as the SAP S/4HANA order-to-cash superuser.
Act as the primary contact for troubleshooting issues with SAP users.
Submit IT tickets and serve as the liaison between Canadian operations and IT teams.
Ensure system integrity, optimization, and compliance with SOX.
Gather, analyze, and prioritize requirements from business units.
Collect and triage new business requirements for system enhancements.
Collaborate with Global Template Owners to deploy new functionalities, including testing and validation.
Support User Acceptance Testing (including regression testing), feedback collection, and ensure successful deployment
Provide post-launch support, troubleshooting, and issue resolution.
Monitor system performance and identify improvement opportunities.
Develop and deliver end-user training to maximize adoption.
Lead troubleshooting for Canadian Customer Service users and testing for TIME and related systems.
Identify automation and digital platform opportunities to increase value.
Define and communicate digital solutions and roadmap, ensuring alignment with the organization’s strategic vision
Recommend digital solutions to improve processes and address operational challenges.
Support SOX controls related to billing, ensuring orders, credits, and debits are correctly issued.
Ensure downstream invoicing posts correctly to General Ledger (GL) accounts.
Assist with month-end reporting and validation to ensure smooth closing.
Qualifications
Education:
A minimum Bachelors degree and or University degree ; required
Experience and Skills:
Required:
A minimum 5 year in extensive knowledge of End-to-End supply chain practices.
Required SAP S/4HANA and/or EDI experience
Experience leading/supporting technology implementations
Preferred:
Expertise in Sales Order Management
Proficiency in project management tools and software
Other:
Requires proficiency in English (oral and written); proficiency in French is highly desired
This position may require up to 10% domestic and international travel & be on site 3 days a week at home office location for Canada locations and up to 30% travel for US locations
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.]
Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):
United States - Requisition Number: R-044491
Canada - Requisition Number: R-042639
Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.
Required Skills:
Preferred Skills:
Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP), Technical SupportThe anticipated base pay range for this position is :
Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, busineAdditional Description for Pay Transparency:
$ 94,000- $ 151,800
