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 https://www.jnj.com

Job Function:

Legal & Compliance

Job Sub Function:

Health Care Compliance

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia, Mexico City, Mexico, São Paulo, Brazil

Job Description:

The Customer & Process Support Analyst is responsible for delivering high‑quality support to internal users, managing operational processes end‑to‑end, and collaborating with global stakeholders to ensure efficient issue resolution and continuous improvement. This role focuses on ticket management, process understanding, data insights, and enhancing the overall user experience.

Responsibilities

• 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.

 

 

Required Skills:

 

 

Preferred Skills:

Action-Oriented, Business Behavior, Business Process Design, Complaints Investigation, Compliance Management, Controls Compliance, Critical Thinking, Detail-Oriented, Execution Focus, Governance Risk and Compliance (GRC) Platforms, Healthcare Industry, Health Care Regulation, Internal Auditing, Legal Services, Medical Compliance, Operational Excellence, Process Improvements