Global Payroll Contact Center Analyst – AI-Savvy & Impactful

Johnson & Johnson Innovative Medicine; Bogotá; Presencial; COP 28.000.000 - 52.000.000; Jornada completa

Descripción de la vacante

Johnson & Johnson Family of Companies is recruiting for a NAM Payroll Contact Center Jr. Analyst within the Global Services organization, based in OneJnJ - Bogota, Colombia.

The role supports employees and managers with payroll-related inquiries, escalating issues as needed and maintaining knowledge articles. The incumbent will ensure SLA delivery, participate in user acceptance testing, and collaborate with Payroll Manager and cross-functional teams to resolve complex issues while upholding

Formación

• Bachelor’s degree required.
• Fluent in English.
• Minimum 3 years of experience in payroll customer service.
• Strong verbal and written communication skills with the ability to deliver excellent customer service.
• Proven ability to manage confidential information, work under pressure, multitask, and meet deadlines.
• Comfortable working in a fast-paced, agile environment with shifting priorities.
• High attention to detail, strong follow through, and resourcefulness.

Responsabilidades

• First point of contact for escalated requests from current and former Johnson & Johnson employees, and occasionally contractors.
• Identify trends and work with teams to ensure Contact Center has necessary information to assist employees and managers.
• Audit calls, chats, and web case interactions for adherence to protocols and quality service.
• Provide constructive feedback to agents to support their development.
• Collaborate with Contact Center Operations Analyst and Supervisor to ensure strong support for the Center.
• Utilize case management tools to capture, track, and follow up on inquiries following standards.

Conocimientos

Fluent in English

Analytical thinking

Verbal and written communication

Educación

Bachelor's degree

Herramientas

Microsoft Office Suite

Payroll systems (ServiceNow, SAP, Workday, Kronos, ADP GlobalView)

Descripción del empleo

Johnson & Johnson Family of Companies is recruiting for a NAM Payroll Contact Center Jr. Analyst within the Global Services organization, based in OneJnJ - Bogota, Colombia.

The role supports employees and managers with payroll-related inquiries, escalating issues as needed and maintaining knowledge articles. The incumbent will ensure SLA delivery, participate in user acceptance testing, and collaborate with Payroll Manager and cross-functional teams to resolve complex issues while upholding