NAM Payroll Contact Center Jr. Analyst

About the role

Johnson & Johnson is recruiting a NAM Payroll Contact Center Jr. Analyst within its Global Services organization, based in OneJnJ in Bogotá, Colombia. The role sits in the finance/payroll area and supports employees and managers with payroll-related questions, handling escalated requests from current and former employees and occasionally from non-employees such as contractors.

Key responsibilities

• Act as first point of contact for escalated requests and occasionally for non-employee inquiries.
• Identify trends and work with teams so the Contact Center has the right information to help employees and managers.
• Audit calls, chats and web cases to check adherence to protocols and service quality, and give agents constructive feedback.
• Work with the Contact Center Operations Analyst and Supervisor as needed.
• Use case management tools to capture, track and follow up on inquiries and meet case resolution standards.
• Maintain and deliver SLAs, take part in user acceptance testing, and update knowledge articles so job aids and procedures stay current.
• Create or organize training sessions and partner with the Payroll Manager to escalate or redirect complex issues.
• Adhere to company, department and team standards of integrity and protocol.

Required profile

• Bachelor's degree required.
• Fluent in English.
• At least 3 years of experience in payroll customer service.
• Proven ability to handle confidential information, work under pressure, multitask and meet deadlines.
• Comfortable in a fast-paced, agile environment; able to work independently and in a team.
• Highly preferred: experience as a payroll junior analyst in a large multi-state company, in a global shared service center, and familiarity with payroll systems such as ServiceNow, SAP, Workday, Kronos and ADP GlobalView.

Required skills

• Strong verbal and written communication and customer service skills.
• Microsoft Office Suite.
• Analytical and problem-solving skills.
• Understanding of AI concepts and frameworks, including responsible and ethical AI practices and prompt generation.