Operations Analyst – Automation

Operations Analysts are responsible for overseeing all operational processes and procedures to ensure that IT services and infrastructure meet operational targets. They are responsible for monitoring and running all infrastructure and application components, as well as managing and improving incident, problem, change, and release management processes.

Your responsibilities will include:

Incident Management, Problem Management

• Identify and implement solutions for recurring incidents and problems to minimize downtime for impacted IT services.
• Ensure timely resolution of incidents within predefined SLAs.
• Record all incidents and problems in a central repository or knowledge base.
• Collaborate with the problem management team to drive proactive and reactive problem management.
• Conduct periodic reviews and define procedures for problem control and incident management.
• Coordinate and monitor incident and problem resolution for vendor-managed products.
• Conduct Post-Implementation Reviews (PIR) to drive continuous improvement.

Technical Change Management

• Enforce standardized methods for building, testing, and implementing changes that meet service levels.
• Collaborate with the business and IT to ensure change requests align with business requirements.
• Maintain records of changes and prioritize, plan, test, implement, document, and review authorized changes in a controlled manner.
• Identify critical changes that require guidance from the Change Advisory Board for assessment, prioritization, and scheduling.

Other key responsibilities:

• Participate in project teams throughout the technology enablement life cycle, providing subject matter expertise in the design and integration phase.
• Advise clients on various business process services to identify, assess, manage, and measure organizational capabilities.
• Collaborate with client technology professionals and third-party strategic alliances to implement technology solutions.
• Engage in project management, execution, and reporting, as well as building and maintaining client relationships.
• Creating and working on technical designs to maintain and enhance automated solutions for JCI business processes.
• Focusing on code development and technical excellence of automated solutions, ensuring replicability.
• Using ServiceNow for IT Service/Change Management tracking and MS Azure DevOps for workload management.
• Improving skills in automation products through certifications and self-study in AI, OCR, and machine learning.

We are expanding our team to include individuals with experience in MS Power Platform, RPA (UiPath). This team will collaborate to implement automation tools such as UiPath, MS Power Platform (including Copilot). As an Operations Analyst, you will develop and document automation configuration best practices, configure new Power apps and automation processes and objects using efficient workflow principles, and solve issues that arise in the day-to-day running of Power Platform and UiPath processes.

The Automation Operations team belongs to the global Automation Center of Excellence (CoE) within Johnson Controls' Corporate IT. As a member, you’ll report directly to the Automation Operations Team Lead and work closely with colleagues to advance the program’s ongoing improvements.

This position is well-suited for candidates with IT, Networking, Programming, Automation or Cybernetics knowledge.

What we're looking for?

Required

• Mastery of Automation tools such as UiPath or MS Power Platform (Power Apps and Power Automate).
• Understanding of basic object-oriented and low code concepts.
• Demonstrated experience in diagnosing and resolving code issues.
• Strong problem-solving skills.
• Self-motivated, team player, action-oriented, and results-driven.
• Good verbal and written communication skills.
• Business proficiency in English.

Preferred

• Proficiency in React programming language.
• Familiar with programming languages such as Python, or .NET.
• Demonstrable knowledge of Windows server operating systems.
• General understanding of networking concepts.
• Knowledge of troubleshooting tools and techniques related to networks and systems.
• General knowledge of SQL server.

Training

In this role, you will be encouraged to improve and develop your knowledge through ongoing training and certifications in areas such as UiPath, ITSM/ServiceNow, Microsoft Power Platform and Copilot, Microsoft Azure, and more. As our Automation journey evolves, successful candidates will have the opportunity to develop their skills in advanced AI.

Who we are?

At Johnson Controls, we are powered by your talent. We are the driving force behind our customers' mission. Together, we are building a world that is safe, comfortable, and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent, and environments more comfortable and secure. We are committed to improving outcomes for our partners.

Tomorrow needs your talent. Tomorrow needs you. So, let's talk today.