Johnson & Johnson is recruiting for an Analyst Global Social Media and Systems Support under our Global Consumer Care. This role will be on a mid-shift and will be located in Paranaque City, Philippines.
The role will enable the execution of social media activities across J&J-sponsored social media presences supported by the organization. This will also support other systems and digital communication channels to deliver meaningful and engaging consumer experiences. This is expected to maintain high compliance while reducing complexity to ensure that day-to-day GCC Social Media and other systems work is delivered with quality and in a timely manner.
Key Responsibilities:
- Build Work Instructions and SOPs required for the systems and processes, particularly those that enable social media activities
- Ensure strict alignment to all procedures and work instructions, including good documentation practices
- Lead inter-departmental collaboration associated with complex projects, ensuring that all business partner requirements are considered in the development of robust change management plans
- Handle complex change management projects; including managing requirements, partner expectations, timelines, and project resources
- Ensure the usability and integrity of system updates by reviewing all change management requests for accuracy, completeness and applicability to business rules
- Work closely with Global System Management Team and Content Management Team to ensure end-to-end alignment within and across system maintenance activities. (i.e. Acclaro, Salesforce Knowledge, PQMS, IRT-Aris Global).
- Support Software as a Service (SaaS) release activities and solution deployment activities as appropriate
- Investigate reported incidents through Root Cause Analysis
- Fix incidents by proposing and implementing solutions in collaboration with Local and Global Business Owners and Technical Application Owners
- Initiate and own non-conformance investigations (INVs) and corrective and preventative actions (CAPAs) as needed
- Handle key support tasks, including: coordinating UCU to GCCP reconciliation processes, assisting with social account credential management remediation and optimization, supporting "Contact Us" related remediation and optimization, performing periodic reviews of Active Directory (AD) Groups and other periodic review activities for systems including but not limited to: GCC Social Studio and Universal "Contact Us" (UCU), working multi-functionally to respond to inquiries from senior management, legal partners, and regulatory authorities
- Monitor industry trends and technology improvements for application within the Consumer Care Center
- Exercise the highest level of integrity with performed responsibilities and tasks
- Identify, report and seek correction for deviations in a timely manner
- Embrace a behavior of employee involvement and dedication to doing the job right the first time
Qualifications
Required:
- Graduate of any BS or BA degree related to business technology
- With 4 to 6 years of work experience
- With good communication skills
- Proficiency in social media engagement and publication tools
- With strong customer service orientation
- With analytical and critical thinking skills
- Attention to details
- Results-oriented
- Willing to work on a mid-shift
- Amenable to work in Paranaque City
Preferred:
- Experience in contact center operations
- Experience in consumer safety/protection
- Proficiency in the following systems/tools: Social Studio (Salesforce), Facebook Business Manager, Twitter, Instagram and other similar tools
Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.
Primary Location
Philippines-National Capital-Manila- Organization
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ
Job Function
Info Technology
Requisition ID
2005816119W
