{"id":3663587,"url":"https://alion.io/job/johnson-johnson-contact-center-advisor","title":"Contact Center Advisor","company":{"id":14152,"name":"Johnson & Johnson","domain":"jnj.com","url":"https://alion.io/company/jnj","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":205,"ghost_share":0,"stale_share":0.688,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ServiceNow","optional":false}],"status":"closed","first_seen_at":"2026-11-03T04:33:01Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-04T08:51:01Z","board_verified":false,"closed_at":"2026-11-04T08:51:01Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"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.\nAs 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.\nJob Function:\nCustomer ManagementJob Sub Function:\nCustomer Service OperationsJob Category:\nProfessionalAll Job Posting Locations:\nTaguig, National Capital Region (Manila), PhilippinesJob Description:\nDePuy Synthes is recruiting for a(n) Advisor, Contact Center Operations, located in Manila, Philippines.\nJob Overview\nThe Advisor, Contact Center Operations serves as a senior operational specialist within the Global Business Services (GBS) Contact Center and supports the delivery of consistent, high-quality intake, case management, and inquiry-resolution services across enterprise support functions. The Contact Center acts as the primary intake point for inquiries and standardized transaction execution, supporting services such as Human Resources, Finance, Procurement, and other GBS functions through ServiceNow and established service management processes. The capability is defined as the primary intake point for inquiries through ServiceNow and standardized transaction execution.\nThis role provides expertise in inquiry management, case triage, escalation handling, and service process execution while serving as a key resource for Contact Center Agents and Team Leads. The Advisor helps drive service quality, knowledge sharing, operational consistency, and continuous improvement across the Contact Center operation.\nKey Responsibilities\nServe as a subject matter expert for Contact Center processes, service offerings, inquiry management, and case routing activities across GBS functions\nSupport the intake, triage, prioritization, routing, and resolution of complex or escalated inquiries, requests, and service related issues\nProvide real-time guidance and operational support to Contact Center Agents and Team Leads to ensure consistent execution of service management processes\nReview complex cases, identify root causes, and recommend appropriate actions to improve service quality and resolution effectiveness\nMaintain expertise across ServiceNow workflows, knowledge management content, service catalogs, and standardized transaction processes\nSupport onboarding, training, coaching, and knowledge transfer activities to strengthen Contact Center capability and service consistency\nPartner with HR, Finance, Procurement, Technology, and other operational teams to facilitate issue resolution and support continuous service improvement\nContribute to process enhancement initiatives, operational readiness activities, testing efforts, and service quality improvement programs\nMonitor recurring inquiry trends and provide recommendations to improve self-service, knowledge content, routing accuracy, and operational efficiency\nPromote compliance with established procedures, controls, service standards, and governance requirements\nQualifications\nEducation\nBachelor’s degree preferred in Business Administration, Operations, Human Resources, Finance, Communications, Information Systems, or a related field\nRelevant customer service, service management, or shared services training preferred\nExperience and Skills\nRequired\n2-4 years of experience in shared services, contact center operations, employee support services, service management, case management, or a related operational environment\nDemonstrated experience handling complex inquiries, escalations, or issue resolution activities\nStrong understanding of service management processes, inquiry handling, and case resolution workflows\nExcellent communication, problem solving, and interpersonal skills\nAbility to manage multiple priorities while operating effectively in a fast paced service environment\nStrong attention to detail and commitment to operational accuracy and service quality\nExperience using enterprise systems, workflow tools, or case management platforms\nOperating within global or regional service delivery organizations\nPreferred\nExperience working within Human Resources, Finance, Procurement, Service Management, or Shared Services organizations\nSupporting ServiceNow or similar service management platforms\nServing as a subject matter expert, trainer, senior analyst, or escalation resource\nSupporting knowledge management, service catalog, or process documentation activities\nFamiliarity with service level management, workflow automation, or continuous improvement initiatives\nKnowledge of employee service or enterprise service operating models\nOther\nLanguage: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.\nTravel: Limited travel, as business needs require\nWork arrangement: Ability to collaborate across regions and time zones and support scheduled global activities as required\nCertifications: ITIL, ServiceNow, Lean, Six Sigma, Customer Experience, or related certifications preferred\nFor more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.\nJohnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.\nJohnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.\nJohnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.\n#DePuySynthesCareers\nRequired Skills:\nPreferred Skills:\nBusiness Behavior, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Issue Escalation, Order Processing, Problem Solving, Quality Services, Researching, Service Excellence, Service Request Management, Technical Support, Telephone Etiquette","description_format":"text","description_chars":7926,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Prescription Drugs","Surgical Instruments & Devices","Orthopedic & Spine Implants"],"lifecycle":[{"event":"open","at":"2026-11-03T04:33:01Z"},{"event":"close","at":"2026-11-04T08:51:01Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/johnson-johnson-contact-center-advisor","json_url":"https://alion.io/job/johnson-johnson-contact-center-advisor.json","meta":{"generated_at":"2026-11-04T20:06:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31026,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":14152},"rest":"https://alion.io/mcp/rest/get_company?id=14152"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjohnson-johnson-contact-center-advisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjohnson-johnson-contact-center-advisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjohnson-johnson-contact-center-advisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/johnson-johnson-contact-center-advisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjohnson-johnson-contact-center-advisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3663587}},{"tool":"search_jobs","arguments":{"company":"jnj.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3663587},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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