Hybrid Contact Center Agent—ServiceNow & Enterprise Support

Johnson and Johnson; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Johnson & Johnson’s DePuy Synthes unit is hiring an Agent, Contact Center Operations in Manila, Philippines. The role delivers frontline service for GBS, handling inquiries, creating and routing service requests in ServiceNow, and resolving Tier 1 issues with accurate documentation and service-level adherence.

You will support HR, Finance, Procurement, and other enterprise functions, contributing to knowledge management and continuous improvement while maintaining a positive employee experience.

Qualifications

• Bachelor’s or Associate degree or equivalent preferred.
• Degree concentration in Business Administration, Communications, Human Resources, Finance, Information Systems, or related fields preferred.

Responsibilities

• Receive, document, and manage inquiries, requests, and service transactions submitted through approved Contact Center channels
• Create, categorize, prioritize, and route cases within ServiceNow and other designated service management systems in accordance with established procedures
• Resolve Tier 1 inquiries and requests by utilizing knowledge articles, service catalogs, standard operating procedures, and available support resources
• Perform standardized transactions supporting enterprise service functions including Human Resources, Finance, Procurement, and other GBS teams
• Maintain complete, accurate, and timely documentation of inquiries, requests, transactions, and case resolution activities
• Monitor assigned cases and follow up as needed to support timely resolution and a positive service experience
• Escalate inquiries and issues that cannot be resolved at the Contact Center level through established service management and escalation processes
• Support service quality objectives by complying with service standards, operational procedures, controls, and governance requirements
• Contribute to knowledge management and continuous improvement initiatives by identifying opportunities to improve service delivery, self-service, and operational efficiency
• Participate in training, onboarding, and ongoing learning activities to maintain knowledge of supported services, tools, and processes

Skills

Communication skills

Organizational skills

Multitasking

Microsoft Office

Attention to detail

Customer service

Education

Associate or Bachelor's degree

Business Admin / Communications / HR / Finance / IT related fields

Tools

ServiceNow

Ticketing systems

Workflow management platforms

Case management tools

Job description

Johnson & Johnson’s DePuy Synthes unit is hiring an Agent, Contact Center Operations in Manila, Philippines. The role delivers frontline service for GBS, handling inquiries, creating and routing service requests in ServiceNow, and resolving Tier 1 issues with accurate documentation and service-level adherence.

You will support HR, Finance, Procurement, and other enterprise functions, contributing to knowledge management and continuous improvement while maintaining a positive employee experience.