Senior Operations Analyst

**What you will do? Job Scope & Purpose**

**How you will do it? Essential Job Responsibilities**

**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**:

- 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 RPA (Robotic Process Automation). This team will collaborate to implement automation tools such as UiPath, MS Power Platform and Blue Prism. As an Operations Analyst, you will develop and document RPA configuration best practices, configure new RPA processes and objects using efficient workflow principles, and solve issues that arise in the day-to-day running of RPA processes.

The Automation Operations team is part of the global Enterprise Automation CoE team within Corporate IT. You will report to the Automation Operations Team Lead and collaborate with various team members to drive improvements in Automation Operations.

**What we look for? Position Requirements**

**Required**
- Bachelor's Degree
- Mastery of Automation tools such as UiPath or MS Power Platform.
- Understanding of basic object-oriented concepts.
- Basic knowledge of code troubleshooting.
- 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 programming languages such as C, C++, Java, 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.
- Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion._