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Job TitleJohnson & Johnson Family of Companies is recruiting for a NAM Payroll Contact Center Analyst within the Johnson & Johnson Integral Services organization.This position will be based in OneJnJ - Bogota, Colombia and may require up to 5% travel.LocationBogotá, Distrito Capital, ColombiaResponsibilitiesFirst 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 identify trends and work with various teams to ensure that the Contact Center is equipped with the necessary information to effectively address employee and manager needs.Audit calls, chats, and web case interactions to assess whether agents are adhering to established protocols and providing high-quality service.Provide constructive feedback to agents to contribute to their development.Work alongside the Contact Center Operations Analyst and Supervisor as needed to ensure the Center is supported; this flexibility contributes to overall resilience and responsiveness.Utilize case-management tools to accurately capture, track, and follow up on information related to inquiries and adhere to established standards for case resolution.Assist the team where possible for the good of the team and department.Address escalations and case-management inquiries.Maintain and deliver proficiency with SLA requirements.Participate in user acceptance testing.Update and maintain knowledge articles to ensure that job aids and desktop procedures are current and effective.Create and/or organize training sessions as needed.Partner with the Payroll Manager and cross-functional colleagues to elevate or redirect complex issues per established procedures.Adhere to company, department, and team standards of integrity and protocol,



ensuring smooth and effective payroll service operations.QualificationsBachelor'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.Preferred: experience in a large multi-state company as a payroll 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 responsible and ethical AI practices, and experience generating effective prompts to boost efficiency and productivity.Required SkillsBusiness BehaviorCommunicationData CapturingData ReportingDetail-OrientedExecution FocusFinancial AnalysisFinancial RecordkeepingFinancial Risk Management (FRM)Internal ControlsIssue EscalationNumerically SavvyPayroll ProcessingPayroll ReportingPayroll SoftwarePayroll TaxesProcess OptimizationProcess OrientedProfessional EthicsPreferred SkillsBusiness BehaviorCommunicationData CapturingData ReportingDetail-OrientedExecution FocusFinancial AnalysisFinancial RecordkeepingFinancial Risk Management (FRM)Internal ControlsIssue EscalationNumerically SavvyPayroll ProcessingPayroll ReportingPayroll SoftwarePayroll TaxesProcess OptimizationProcess OrientedProfessional EthicsProud to be an equal opportunity employer.#J-*****-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1asfr9

📌 Bogotá-Based Nam Payroll Contact Center Analyst
🏢 Johnson & Johnson
📍 Bogotá