NAM Payroll Contact Center Jr. Analyst (English Speaker)

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at .

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.

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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.

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.

We have more than 275 companies operating in more than 60 countries with more thanemployees. Our worldwide headquarters is in New Brunswick New Jersey & Johnson Global Services the global shared services organization supporting the businesses of Johnson & Johnson performs select functional work in a consistent manner across regions and sectors using simplified standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & are more than 4000 employees in Human Resources Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila Suzhou Prague Bogota and Tampa as well as in local country-based on a diverse company culture celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.

The Payroll Contact Center Jr. Analyst serves as a first point of contact for employees seeking assistance with payroll-related questions. This role handles payroll inquiries via phone case submissions and chat addressing general pay questions through knowledge policies and procedures. Using a case management system the documents tracks and follows up on all requests escalating issues to the Contact Center Manager or appropriate partners when additional support is required.

Key Responsibilities:

• Serve as a primary point of contact for payroll-related inquiries for North America employees former employees and retirees via cases calls and chat channels.

• Leverage the knowledge base reference materials and policies to deliver accurate timely and consistent information.

• Gather all necessary details from employees to ensure inquiries can be fully understood and resolved.

• Address escalations and case management inquiries.

• Maintain and deliver proficient SLAs

• Partner with the Payroll Manager and cross-functional colleagues to escalate or redirect complex issues in alignment with established procedures.

• Accurately document track and follow up on all inquiries using the case management system ensuring compliance with servicelevel expectations.

• Support teammates and contribute to a collaborative positive and serviceoriented work environment.

• Adhere to all company standards of integrity confidentiality and professional conduct.

Qualifications:

• Bachelors degree required.

• Bilingual: English and Spanish.

• Minimum 2 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 followthrough and resourcefulness.

• Able to work both independently and collaboratively within a team.

• Preferred: experience in a large multistate 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 problemsolving skills

• Competence with Microsoft Office Suite

• Strong interpersonal skills for working with crossfunctional teams.

• Ability to handle ambiguous situations with a pragmatic solutionfocused approach.

• Demonstrated commitment to teamwork customer service integrity and confidentiality.

• This position will be in OneJnJ - Bogota Colombia and may require up to 5% travel.

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