Johnson & Johnson

Customer & Process Support Analyst – Fixed Term

Johnson & Johnson

full-time

Posted on:

Location Type: Hybrid

Location: Bogotá • Colombia

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About the role

  • Manage, prioritize, and resolve user support tickets across systems and processes
  • Provide clear, accurate guidance to users on tool navigation, functionality, and best practices
  • Conduct initial troubleshooting and escalate complex cases to the appropriate teams
  • Develop a strong understanding of end-to-end operational processes ideal in compliance proceedings
  • Stay informed about system updates, process changes, and tool enhancements
  • Document recurring issues, create FAQs, and support preparation of training materials
  • Collaborate with cross-functional, regional, and global teams to resolve issues effectively
  • Build and maintain strong stakeholder relationships to streamline communication and escalation paths
  • Analyze ticket trends and operational data to identify root causes and improvement opportunities for the HCC area
  • Recommend process optimizations, automations, and enhancements based on insights and user feedback to improve HCC area
  • Contribute ideas to improve tools, processes, and overall user experience

Requirements

  • Bachelor's Degree
  • Experience in customer support, user operations, shared services, or similar roles
  • Strong communication skills with the ability to work across diverse stakeholder groups
  • Ability to manage tickets, multitask, prioritize work, and take full ownership of tasks
  • Analytical mindset with the ability to identify patterns and propose improvements
  • Professional maturity, attention to detail, and a proactive, problem-solving approach
  • Global mindset and ability to understand end-to-end processes
  • Advanced English (written and spoken) for global collaboration
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ticket managementtroubleshootingprocess optimizationdata analysisuser supportdocumentationtraining material preparationautomation
Soft Skills
communicationmultitaskingprioritizationproblem-solvingattention to detailprofessional maturitycollaborationstakeholder relationship managementanalytical mindsetglobal mindset
Certifications
Bachelor's Degree