Job Description

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:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

The Training & Content Specialist will be responsible for the comprehensive execution of training activities focused on both process and soft skills. This role will be pivotal in facilitating knowledge transfer, and ensures the meticulous documentation of content that results from new work, service expansion or process optimizations aligning on the goal to enhance operational excellence, by equipping GS Operations with the necessary training and process knowledge for their day-to-day responsibilities.

As a Subject Matter Expert, the role will provide expert guidance on inquiries related to the functions supported. Including the employee programs, process complexities, navigational and transactional procedures. Additionally, this role is responsible for leading regional and country-level process alignments, in partnership with Global Process Leaders to drive cohesive training deliveries.

By partnering closely with Global Process Owners, and Service Delivery teams, the Training & Content Specialist will conduct comprehensive training needs analyses to identify opportunities for continuous improvement, enhance performance metrics, refine processes, and optimize case handling. This role will also lead the development of innovative solutions for training, content management and knowledge cascade frameworks – ensuring that the organization remains at the forefront of training excellence and operational efficiency.

Major Duties/Responsibilities

85%:

• Reviews and fulfills end-to- end pre and post launch training requirements for new work, service expansion and projects.
• Conducts Training Needs Analysis (TNA) followed by refresher training sessions based on KPIs, operational inputs, and feedback.
• Delivers training aligned with process updates, projects, and run-state launches.
• Continuously improve training design and methodology, including the digitization of training materials.
• Promotes digital excellence by utilizing digitally driven training and knowledge platforms through automation and online tools.
• Organizes internal or cross-functional engagements to strengthen partnerships and enhance employee experience.
• Establish alignment through calibration sessions and touch base calls with other teams, functions, and tiers.
• Manages Knowledge Management for GS Operations ensuring consistent execution of governance.
• Assesses and executes the appropriate method for knowledge cascade (email blast, huddle, training) for updates, new processes, and case handling reinforcements.
• Collaborates with Operations, Project and Portfolio Team, and GEOs to ensure team readiness.
• Partners with Global Process Owners and Service Delivery teams, and other key Admin stakeholders.

15%

• Foster a positive knowledge sharing environment by documenting and sharing relevant working experiences within GS Operations.
• Communicate and interact effectively with customers and team members of the Global Services team(s); developing credibility and trust, through mutually respected relationships with customers, supervisors, and team members.
• Participate in any required user testing of new processes and technology / tools. Other Duties & Responsibilities
• Lead special projects and related duties as assigned.
• Work in collaboration with other team members in GS Operations to execute tasks and fulfill key deliverables, seeking input and assistance as needed.
• Establish and maintain a confidential and sensitive work environment, focusing on customer service by addressing all customer requests in a professional manner.
• Participates in scheduled and ad hoc training to improve digital, process and business acumen.

Required Qualifications Fluent in Potuguese, English and Spanish.

Required Minimum Education: Bachelors or Equivalent

Required Years of Related Experience: 2-5 years experience within Global Services or Shared Services, Business Process Outsourcing

Required Knowledge, Skills and Abilities:

• Excellent communication and interpersonal skills, with a focus on building credibility and trust across diverse teams
• Strong facilitation and instructional design skills, with the ability to adapt training methods to various learning needs.
• Digital acumen skills and certified citizen developer.
• Ability to collaborate effectively with cross-functional teams.
• Proficiency in digital tools and platforms (ServiceNow, GENAI, Sharepoint, PowerAutomate, Workday, MS Office, etc) to enhance training delivery and process steps.
• Strong analytical and problem-solving skills to interpret data, identify process inefficiencies, and develop effective training or process solutions.
• Competence in managing multiple deliverables simultaneously while consistently meeting deadlines.
• Cultural awareness and adaptability in a global workforce, along with a commitment to customer service excellence in training delivery and support.
• Demonstrated understanding of AI concepts and frameworks, including awareness of responsible and ethical AI practices, and experience generating effective prompts to boost efficiency and productivity.

Preferred Knowledge, Skills and Abilities: MS Office applications, Workday, SUMMIT, SalesForce/ServiceNow, Digital Tools like power automate or power apps.

Travel on the Job: Yes

Percentage Traveled: 30%

Type of Travel Required: International

Required Skills:

Preferred Skills:

Adult Learning Theory, Business Behavior, Communication, Curriculum Development, Customer Support Operations, Customer Support Trends, Data Reporting, Employee Engagement, Execution Focus, Facilitation, Problem Solving, Project Management, Technologically Savvy, Training Administration, Training Delivery Methods, Training Needs Analysis (TNA), Training People