Digital Business Solutions 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:

Marketing

Job Sub Function:

Product Management

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

We are searching for the best talent for Digital Business Solutions Lead.

The Global Services (GS) Interaction Model Demand & Service Excellence team is recruiting for a Digital Business Solutions Lead. Reporting to the Senior Manager, Digital Product Owner, this individual will support Business Product Owners in the day-to-day advancement and operation of digital products that enable customer and employee interactions across Global Services.

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/.

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.

We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential. At Johnson & Johnson, we all belong.

The role will translate defined business and user needs into well-documented product requirements, configuration changes, test scenarios, release-readiness activities, and measurable improvements. Working within established product, platform, architecture, security, and change-management guardrails, the Digital Business Solutions Lead will perform or coordinate approved low-code and no-code configuration that can be safely enabled by the business without traditional software development.

Partnering across business, experience design, technology, analytics, content management, and service delivery teams, this individual will help Business Product Owners maintain product backlogs, prepare requirements, validate solutions, support releases, monitor performance, and continuously improve GS Interaction Model products.

Key Responsibilities

Business Product Owner Support

Support assigned Business Product Owners in maintaining product objectives, roadmaps, priorities, backlogs, release plans, and product documentation.

Gather, synthesize, and document business, partner, and user needs through workshops, interviews, feedback, data, and operational insights.

Translate defined needs into clear epics, features, user stories, acceptance criteria, process flows, configuration requirements, and test scenarios.

Prepare materials and analysis that enable Business Product Owners to make informed scope, priority, experience, and delivery decisions.

Track actions, dependencies, risks, decisions, and delivery commitments, escalating items that require product-owner or leadership direction.

Low-Code and No-Code Business Configuration

Enable business needs through a deep understanding of the customer and the ability to configure approved product capabilities using low-code and no-code tools available within GS Interaction Model products and within the role’s authorized access.

Implement defined low and no-code business configuration changes where supported by the product and approved governance.

Validate configuration needs with Business Product Owners, technical product owners, platform teams, architecture, security, privacy, and other control partners as applicable.

Follow established design standards, configuration conventions, access controls, segregation-of-duties expectations, environment-management practices, and change or release procedures.

Document configuration decisions, dependencies, test evidence, approvals, deployment details, ownership, and support instructions to maintain traceability and sustainability.

Identify requests that exceed authorized business configuration or require custom development, integration, elevated access, architecture review, or technical platform ownership, and route them to the appropriate team.

Product Discovery, Requirements & Experience Support

Help Business Product Owners and experience partners understand user pain points, service journeys, process needs, and improvement opportunities.

Contribute to discovery activities such as journey mapping, process mapping, usability feedback, content reviews, and solution-option assessment.

Support development and review of wireframes, prototypes, configuration concepts, and experience requirements.

Promote simple, intuitive, accessible, consistent, and reusable solutions that align with product standards and enterprise experience principles.

Assess potential impacts across phone, content, knowledge, search, navigation, intake, routing, reporting, service delivery, support, and product analytics.

Delivery, Testing & Release Readiness

Participate in agile ceremonies, backlog refinement, planning, design reviews, demonstrations, testing, release-readiness reviews, and retrospectives.

Perform unit or configuration validation and support system integration testing and user acceptance testing for assigned changes.

Create and maintain test scenarios, expected results, evidence, defect records, and resolution follow-up for business-configured capabilities.

Confirm that approved changes meet documented requirements and acceptance criteria before recommending business acceptance or release readiness.

Coordinate assigned readiness activities across communications, training, knowledge, content, process, support, measurement, and operational handoffs.

Provide post-release monitoring and issue triage, escalating defects or incidents to the appropriate product, platform, or support owner.

Product Operations, Governance & Controls

Maintain accurate product records, including backlogs, requirements, configuration inventories, decision logs, release notes, user guidance, and support documentation.

Apply established governance to distinguish business-managed configuration from platform-managed configuration and custom development.

Support access reviews, configuration audits, control evidence, lifecycle reviews, and remediation activities for assigned products.

Help establish reusable templates, configuration standards, checklists, and ways of working that improve quality and consistency across products.

Coordinate with technical and platform teams to manage dependencies and protect platform stability, security, data integrity, maintainability, and upgrade compatibility.

Performance & Continuous Improvement

Monitor product and configuration performance using available adoption, usage, experience, quality, service, and operational measures.

Analyze feedback and data to identify issues, recurring needs, configuration opportunities, and potential product improvements.

Prepare dashboards, status updates, demonstrations, and outcome summaries for Business Product Owners and partners.

Assess whether implemented changes achieve intended outcomes and recommend refinements based on evidence.

Contribute to communities of practice and share reusable solutions, lessons learned, standards, and product knowledge across the team.

Partner Collaboration

Build effective working relationships with Business Product Owners, functional partners, service delivery teams, technology teams, designers, analysts, testers, content owners, and product support teams.

Facilitate working sessions and communicate requirements, progress, risks, decisions, and trade-offs clearly across business and technical audiences.

Represent documented business and user needs in delivery discussions while recognizing that final product priority and scope decisions remain with the accountable Business Product Owner.

Provide responsive, customer-focused support while setting clear expectations regarding governance, feasibility, timing, dependencies, and ownership.

Qualifications

Education

Bachelor’s degree in Business, Technology, Information Systems, Product Management, Operations, Experience Design, or a related field is required.

Required Experience and Skills

3+ years of experience in digital product support, business analysis, product operations, low-code or no-code solutions, service technology, process improvement, or a related discipline.

Experience supporting digital products or platforms in a business product, business analyst, product operations, configuration, or delivery capacity.

Hands-on experience configuring business-managed capabilities using low-code or no-code platforms, workflow tools, forms, content-management tools, reporting tools, or comparable enterprise technologies.

Ability to translate business and user needs into clear requirements, user stories, acceptance criteria, process flows, configuration specifications, and test scenarios.

Working knowledge of agile product delivery, backlog management, testing, release readiness, change control, and product-lifecycle practices.

Understanding of configuration governance, role-based access, documentation, testing, approvals, segregation of duties, and the distinction between configuration and custom development.

Strong analytical, organizational, and problem-solving skills with attention to quality, detail, dependencies, and follow-through.

Effective facilitation, written communication, documentation, and presentation skills across business and technical audiences.

Ability to manage multiple assignments and priorities in a large, complex, matrixed organization.

Proficiency with Microsoft Office and working experience with tools such as Jira, Confluence, ServiceNow, Genesys, Microsoft Power Platform, or comparable product and low-code platforms.

Preferred Experience and Skills

Experience supporting employee service, shared services, digital workplace, customer service, or service management products.

Experience with ServiceNow configuration, including business-managed portal, content, catalog, forms, workflows, notifications, dashboards, or related capabilities.

Experience with Genesys telephony capabilities, IVR, contact center call routing, or related capabilities.

Experience with Microsoft Power Platform or another enterprise low-code or no-code platform.

Exposure to user research, journey mapping, process mapping, information architecture, content design, usability, or accessibility practices.

Experience preparing or executing user acceptance testing and supporting production releases or post-release stabilization.

Familiarity with product analytics, self-service, automation, knowledge management, search, virtual assistants, case management, or omnichannel service concepts.

Agile, business analysis, product management, ServiceNow, Genesys, Microsoft Power Platform, or related professional certification.

Demonstrates an understanding of AI concepts and frameworks, including awareness of responsible and ethical AI practices, and has experience generating effective prompts to boost efficiency and productivity.

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 www.jnj.com.

At Johnson & Johnson, we foster a culture of inclusion and belonging where all perspectives, abilities, and experiences are valued and our people can reach their potential. At Johnson & Johnson, we all belong.

Johnson & Johnson is an 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, disability, protected veteran status, or other characteristics protected by federal, state, or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of applicants’ needs. Candidates who require an accommodation should use the appropriate external or internal employee accommodation process.

Required Skills:

Preferred Skills:

Analytical Reasoning, Applications Support, Collaboration, Communication, Competitive Landscape Analysis, Customer Analytics, Data Savvy, Data Science, Digital Fluency, Digital Marketing, Digital Strategy, Problem Solving, Product Development, Product Portfolio Management, Report Writing, Statistics, Technical Credibility