NAM Payroll Contact Center Jr. Analyst (English Speaker)

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through 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 humanity. Learn more at jnj.com.

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.

Job Function:

Finance

Job Sub Function:

Payroll

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

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 than 138,1000 employees. Our worldwide headquarters is in New Brunswick, New Jersey, USA.  Johnson & 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 & Johnson.”  There are more than 4,000 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 hubs. Thriving 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 SLA’s

• 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 service‑level expectations.

• Support teammates and contribute to a collaborative, positive, and service‑oriented work environment.

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

Qualifications:

• Bachelor’s 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 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.

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

 

 

Required Skills:

 

 

Preferred Skills: