Senior Specialist, Service Excellence, Analytics & Automation

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: Human Resources Job Sub Function: Learning & Instructional Design Job Category: Professional All Job Posting Locations: Bangalore, Karnataka, India, Bogotá, Distrito Capital, Colombia, Taguig, National Capital Region (Manila), Philippines Job Description: Position Summary The Senior Specialist, Service Excellence, Analytics & Automation supports performance measurement, operational reporting, process improvement, and digital enablement across Learning Experience Strategy & Solutions (LXSS). Reporting to the Manager, Service Excellence, this role builds and maintains the dashboards, reporting tools, AI enabled workflows, AI agents, and data processes that help LXSS monitor performance, improve service delivery, and demonstrate business value. The role translates operational needs into practical solutions using analytics, automation, artificial intelligence, and continuous improvement practices, while adapting as business priorities, technologies, and ways of working evolve. Key Responsibilities Reporting, Analytics & Data Maintain the reporting infrastructure, SharePoint Lists, datasets, tracking tools, and data repositories used to measure LXSS performance. Develop and maintain Power BI dashboards and visualizations supporting operational metrics, portfolio performance, service experience, and business value. Collect, consolidate, validate, and analyze data for monthly and quarterly business reviews, scorecards, and other leadership reporting. Identify trends, risks, data gaps, and improvement opportunities, and prepare insights and draft executive-ready materials under the direction of the Manager. Maintain metric definitions, data documentation, refresh schedules, and reporting processes to support consistency and reliability. Automation & Digital Solutions Build and maintain automated workflows using Power Automate, SharePoint, Teams, Outlook, and other approved technologies. Develop or support Power Apps, AI-enabled solutions, and user-friendly tools that reduce manual effort and improve service delivery. Troubleshoot dashboards, workflows, SharePoint Lists, reporting tools, and related data processes. Apply Microsoft Copilot, prompting techniques, agents, automation, and emerging technologies to simplify work and improve efficiency. Test, document, and refine digital solutions while following applicable data quality, privacy, access, governance, accessibility, and control requirements. Operational Excellence & Service Support Support the Manager in implementing service excellence priorities and continuous improvement initiatives across LXSS. Evaluate operational and learning-production workflows to identify bottlenecks, duplication, unnecessary handoffs, and opportunities for simplification. Recommend and implement practical improvements that increase efficiency, consistency, scalability, and user experience. Monitor performance indicators such as cycle time, on-time delivery, rework, adoption, customer satisfaction, data accuracy, cost savings, and business value. Provide responsive support, documentation, user guidance, and training materials for dashboards, reporting processes, automated workflows, and Service Excellence tools. Continuous Improvement & Future Readiness Evaluate and pilot new tools and methods that could strengthen analytics, automation, learning impact measurement, and operational performance. Measure whether implemented solutions achieve intended results and share reusable solutions, effective practices, and lessons learned. Maintain flexibility to support new capabilities and responsibilities as the Service Excellence function and LXSS operating model evolve. Qualifications Education Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, Data Analytics, Human Resources, Learning and Development, or a related field, or an equivalent combination of education and relevant experience. Required Experience & Skills Relevant experience in service excellence, operational excellence, reporting, analytics, automation, digital productivity, business operations, or continuous improvement. <