Job Overview
DePuy Synthes is recruiting for an Agent, Contact Center Operations, located in Manila, Philippines.
The Agent, Contact Center Operations serves as a frontline member of the Global Business Services (GBS) Contact Center and is responsible for delivering a consistent, high quality experience for employees, contractors, business partners, and vendors who engage with GBS. The Contact Center serves as the primary intake point for inquiries and standardized transaction execution across enterprise support functions using ServiceNow and established service management processes. The operating model defines Contact Center as the primary intake capability for inquiries via ServiceNow and standardized transaction execution.
This role is responsible for receiving inquiries, creating and managing service requests, resolving Tier 1 issues, performing standardized transactions, and appropriately routing cases to specialist teams. The Agent helps ensure inquiries are handled efficiently, accurately, and in accordance with service level commitments while contributing to a positive employee and stakeholder experience.
Key Responsibilities
•Receive, document, and manage inquiries, requests, and service transactions submitted through approved Contact Center channels
•Create, categorize, prioritize, and route cases within ServiceNow and other designated service management systems in accordance with established procedures
•Resolve Tier 1 inquiries and requests by utilizing knowledge articles, service catalogs, standard operating procedures, and available support resources
•Perform standardized transactions supporting enterprise service functions including Human Resources, Finance, Procurement, and other GBS teams
•Maintain complete, accurate, and timely documentation of inquiries, requests, transactions, and case resolution activities
•Monitor assigned cases and follow up as needed to support timely resolution and a positive service experience
•Escalate inquiries and issues that cannot be resolved at the Contact Center level through established service management and escalation processes
•Support service quality objectives by complying with service standards, operational procedures, controls, and governance requirements
•Contribute to knowledge management and continuous improvement initiatives by identifying opportunities to improve service delivery, self-service, and operational efficiency
•Participate in training, onboarding, and ongoing learning activities to maintain knowledge of supported services, tools, and processes
Qualifications
Education
•Associate degree, bachelor's degree, or equivalent combination of education and experience preferred
•Degree concentration in Business Administration, Communications, Human Resources, Finance, Information Systems, or related fields preferred
Experience and Skills
Required
•0–2 years of experience in a contact center, shared services, employee support, customer support, service desk, help desk, operations support, or related environment
•Strong communication and interpersonal skills with the ability to interact professionally with a diverse stakeholder population
•Ability to follow documented procedures, service workflows, and established operational standards
•Strong organizational skills and attention to detail
•Ability to manage multiple inquiries, requests, and priorities in a fast-paced environment
•Basic proficiency with Microsoft Office applications and standard business systems
•Commitment to service quality, responsiveness, and operational accuracy
Preferred
•Experience supporting shared services, employee services, service management, or enterprise operations
•Experience using ServiceNow, ticketing systems, workflow management platforms, or case management tools
•Familiarity with Human Resources, Finance, Procurement, or other enterprise support functions
•Experience working with knowledge management systems, self-service tools, or service catalogs
•Exposure to service level management and structured operational environments
•Experience supporting regional or global organizations
•Knowledge of enterprise service management concepts and employee experience principles
Other
•Language: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.
•Travel: No routine travel expected
•Certifications: ServiceNow, ITIL Foundation, Customer Experience, or related certifications preferred
Additional Context
Johnson & Johnson announced plans to separate its 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.
