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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.
The role serves as an essential resource within the payroll support structure, responding to critical issues that arise from the Payroll Contact Center Specialists and acting as the first point of contact for escalated requests from employees, contractors, and occasionally non‐employees.
Responsibilities
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 identify trends and work with various teams to ensure that the Contact Center is equipped with the necessary information to address employee and manager needs.
Audit calls, chats, and web case interactions to assess whether agents adhere to established protocols and deliver high‐quality service.
Provide constructive feedback to agents to support their development.
Collaborate with the Contact Center Operations Analyst and Supervisor as needed to maintain a strong support structure.
Utilize case‐management tools to accurately capture, track, and follow up on information related to inquiries, adhering to established standards for case resolution.
Assist the team whenever possible for the benefit of the department.
Address escalations and case‐management inquiries.
Maintain and deliver on established service level agreements (SLAs).
Participate in user acceptance testing.
Update and maintain knowledge articles to ensure that job aids and desktop procedures remain current and effective.
Create and/or organize training sessions as needed.




Partner with the Payroll Manager and cross‐functional colleagues to escalates or redirect complex issues in alignment with established procedures.
Adhere to company, department, and team standards of integrity and protocol, ensuring operational excellence and reliable payroll services for employees.
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 independently and collaboratively within a team.
Highly preferred: experience in a large multi‐state company as a payroll junior 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 integral 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.
This position will be based in OneJnJ – Bogota, Colombia and may require up to 5% travel.
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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1aswny

📌 Nam Payroll Contact Center Jr. Analyst (Bogotá)
🏢 Johnson & Johnson
📍 Bogotá