NAM Payroll Contact Center Jr. Analyst

Johnson & Johnson Co.; Bogotá; On-site; COP 91,987,000 - 137,981,000; Full time

Job summary

Johnson & Johnson is recruiting for a NAM Payroll Contact Center Jr. Analyst based in Bogotá, Colombia.

The role supports payroll inquiries from employees and contractors, acting as a first point of contact and collaborating with cross-functional teams to resolve complex issues, while upholding data privacy and SLA commitments. The ideal candidate holds a Bachelor’s degree, is fluent in English, and has at least 3 years of payroll customer service experience.

Qualifications

• Bachelor’s degree required.
• Fluent in English.
• Minimum 3 years of experience in payroll customer service.
• Strong verbal and written communication skills.
• Proven ability to handle confidential information and meet deadlines.
• Comfortable working in a fast-paced, agile environment.
• Experience with payroll systems is preferred.

Responsibilities

• First point of contact for escalated requests from employees and contractors.
• Identify trends and provide information to improve the payroll contact center.
• Audit calls, chats, and web cases to ensure adherence to protocols.
• Provide feedback to agents to support development.
• Maintain knowledge articles and assist in training sessions.
• Support SLA targets and collaborate with payroll leadership.

Tools

ServiceNow

SAP

Workday

Kronos

ADP GlobalView

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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:

Finance

Job Sub Function:

Payroll

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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/.

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

Caring for the world, one person at a time inspires and unites the people of Johnson & Johnson. We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

The NAM Payroll Contact Center Jr. Analyst serves a vital function within the payroll support structure, acting as an essential resource for both employees and managers seeking assistance. This role involves responding to critical issues that arise from the Payroll Contact Center Specialists, who handle a variety of payroll-related queries.

The daily responsibilities of the NAM Payroll Contact Center Jr. Analyst are diverse and integral to the efficient operation of the payroll support system. Among these responsibilities are:

• First point of contact for escalated requests from current and former Johnson & Johnson employees, as well as occasionally addressing inquiries from non-employees, such as contractors.
• Actively identifying trends and working with various teams to ensure that the Contact Center is equipped with the necessary information to effectively address the needs of employees and managers seeking assistance.
• Auditing calls, chats, and web case interactions to assess whether agents are adhering to established protocols and providing high-quality service.
• Providing constructive feedback to agents to contribute to their development.
• Working alongside the Contact Center Operations Analyst and Supervisor as needed to ensure the Center has a strong support. This flexibility contributes to the overall resilience and responsiveness of the contact center.
• Utilizing the case management tools to accurately capture, track, and follow up on information related to inquiries and adhere to established standards for case resolution.
• Assisting the team where possible for the good of the team and department.
• Address escalations and case management inquiries.
• Maintain and deliver proficient SLA’s
• Participation in user acceptance testing
• Updating and maintaining knowledge articles to ensure that job aids and desktop procedures are current and effective.
• Creating and/or organizing training sessions as needed.
• Partner with the Payroll Manager and cross-functional colleagues to escalate or redirect complex issues in alignment with established procedures.
• Adhering to company, department, and team standards of integrity and protocol. This commitment to ethical practices and operational standards ensures that the Payroll Contact Center operates smoothly and effectively, ultimately supporting the organization’s mission to provide reliable payroll services to its employees.
• 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.

Qualifications:

• 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.
• Able to work both independently and collaboratively within a team.
• Highly preferred: experience in a large multi-state company as a payroll jr. analyst.
• Preferred: familiarity with payroll systems such as ServiceNow, SAP, Workday, Kronos, and ADP GlobalView for U.S., Puerto Rico, and Canada
• Preferred: experience in a global shared service center environment.
• Strong analytical and problem-solving skills
• Competence with Microsoft Office Suite
• Strong interpersonal skills for working with cross functional teams.
• Ability to handle ambiguous situations with a pragmatic, solution focused approach.
• Demonstrated commitment to teamwork, customer service, integrity, and confidentiality.
• Demonstrated understanding of AI concepts and frameworks, including awareness of responsible and ethical AI practices, and experience generating effective prompts to boost efficiency and productivity.

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.