Training & Content Specialist

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 Job Description: 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,