Operations Analyst

Johnson Controls, Inc.; Aurora (IL); On-site; USD 44,000 - 67,000; Full time

Job summary

A leading company is looking for an Operations Analyst to provide L1 technical support for Mastermind applications. This role involves troubleshooting, collaborating with internal teams, and maintaining documentation while adhering to standard procedures for high customer service levels. Candidates must have at least 2 years of experience in related platforms, strong problem-solving abilities, and excellent communication skills.

Benefits

Medical, dental & vision benefits

401(k) plan

Tuition reimbursement

Paid time off

Career growth opportunities

Qualifications

• Minimum 2 years of experience with Mastermind Business/Monitoring or similar platforms.
• Knowledge of IT systems and troubleshooting methods.
• Customer service experience ideally in a call center or technical support role.

Responsibilities

• Provide L1 technical support for Mastermind applications and service platforms.
• Troubleshoot and escalate issues to ensure service uptime.
• Maintain documentation of support activities and system incidents.

Skills

Problem-solving skills

Communication skills

Analytical skills

Tools

Microsoft Office

Job description

Operations Analyst- CMC Support/ICC

Location: Aurora, CO or Kansas City, MO
Shift: 2200-0630 MT

Key Responsibilities:

• Provide L1 technical support for Mastermind applications and service platforms, including Fire/Security Monitoring, Managed Access, and Hosted Video, across US, Canada, Australia, and New Zealand.
• Assist with repair and maintenance of devices and circuits that connect customer equipment to Call Monitoring Centers.
• Troubleshoot and escalate issues as needed to ensure service uptime and system reliability.
• Collaborate with vendors, technicians, and internal teams to diagnose and resolve technical problems.
• Maintain accurate documentation of support activities, system incidents, and customer communications.
• Adhere to standard operating procedures and provide a high level of customer service.

Qualifications:

Required:

• U.S. Citizen
• Minimum 2 years of experience with Mastermind Business/Monitoring or similar industry-specific platforms.
• Knowledge of IT systems, troubleshooting methods, and security monitoring solutions.
• Strong problem-solving skills and the ability to prioritize tasks effectively.
• Excellent communication skills with the ability to assist both technical and non-technical stakeholders.

Preferred:

• 3+ years of customer service experience, ideally in a call center or technical support role.
• Proficiency with Microsoft Office and other relevant programs.
• Strong analytical skills for diagnosing and resolving technical issues

Hiring Compensation Range: $44,600-66,900 USD (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. For details, please visit the Employee Benefits tab on our main careers page at https://www.johnsoncontrols.com/careers.

What else you’ll get
Supportive team environment and add to that a competitive salary, best in class benefits package starting on day 1, which includes medical, dental & vision, 401(k), tuition reimbursement, paid time off and career growth opportunities.