Sr. Operations Analyst – Automation

Senior Operations Analysts oversee critical operational processes and procedures to ensure IT services and infrastructure consistently achieve defined performance objectives. They monitor and manage all infrastructure and application components while continuously enhancing incident, problem, change, and release management practices.

Your responsibilities will include:

Incident Management, Problem Management

• Coordinate Major Incident Management across IT teams, send regular updates, participate in MIM bridge calls, and oversee automation support resolution.
• Manage key business-critical applications and their performance.
• Support assigned activities to advance strategies and program improvements.
• Implement solutions for recurring incidents to minimize downtime.
• Resolve incidents within SLAs.
• Work with problem management team on both proactive and reactive strategies.
• Review and define incident and problem management procedures regularly.
• Manage and coordinate resolution of in-scope third-party product issues.
• Conduct Post-Implementation Reviews for continuous improvement.

Technical Change Management

• Use standard processes to build, test, and implement changes that meet service levels.
• Work with business and IT to ensure change requests fit business needs.
• Keep change records and manage authorized changes through planning, testing, implementation, documentation, and review.
• Flag critical changes for Change Advisory Board assessment and scheduling.

Other key responsibilities:

• Contribute subject matter expertise to project teams during all phases of the technology enablement lifecycle, particularly in design and integration.
• Provide advisory services to clients regarding business process optimization, including identification, assessment, management, and measurement of organizational capabilities.
• Collaborate with client technology specialists and external strategic partners to implement advanced technology solutions.
• Participate in project management, execution, and reporting activities while fostering and sustaining strong client relationships.
• Develop and refine technical designs to maintain and enhance automated solutions supporting JCI business processes.
• Emphasize excellence in code development to ensure technical rigor and replicability in automated solutions.
• Utilize ServiceNow for IT service and change management tracking, and leverage MS Azure DevOps for workload organization.
• Advance proficiency in automation technologies through certifications and ongoing self-study in AI, OCR, and machine learning domains.
• Assume leadership responsibilities during system outages, ensuring timely communication of advisories to all stakeholders.
• Streamline the resolution of routine user requests and repetitive tasks through automation initiatives.
• Reduce the frequency of recurring incidents characterized by identical error reports.

The team is expanding to incorporate professionals with advanced expertise in Power Platform and UiPath (RPA). Team members will collaborate to deploy automation technologies, including UiPath (with Agents) and Microsoft Power Platform (featuring Copilot). Senior Operations Analysts in this capacity will be responsible for curating key business solutions, establishing and documenting best practices for automation configuration, designing enhancements, automated processes and resolving operational issues encountered in daily activities.

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 senior engineers with IT, Networking, Programming, Automation or Cybernetics knowledge.

What we're looking for?

Required

• Advanced in automation tools such as UiPath and Microsoft Power Platform.
• Advanced understanding of fundamental object-oriented programming and low-code concepts.
• Advanced at troubleshooting code.
• Excellent problem-solving abilities.
• Highly motivated team player, capable of leading others and consistently focused on achieving results.
• Effective communicator with experience in coordinating teams and presenting to senior management.
• Fluent in business English.

Preferred

• Skilled in UiPath Agents, UiPath Maestro and Microsoft Copilot.
• Skilled in React.
• Familiar with Python, or .NET.
• Familiar with Windows server OS.
• Basic networking concepts.
• Network and systems troubleshooting skills.
• Basic SQL server knowledge.

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 and AI infrastructure.

Salary starts from [To be adjusted] gross, depending on experience.

This is the minimum advertised salary. Compensation will be based on your qualifications and fit for the role at Johnson Controls.

Our benefits

[To be adjusted]

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.