Operations Analyst

Alloy Enterprises; Aurora (CO); On-site; USD 32,000 - 41,000; Full time

Benefits offered by this job

Benefits package

Job summary

Johnson Controls, a global leader in safety and energy solutions, seeks an Operations Analyst to provide Level 1 technical and operational support for MasterMind applications and service platforms across the US, Canada, Australia, and New Zealand. The role emphasizes monitoring, incident response, troubleshooting, and customer service to ensure system availability.

The ideal candidate will have at least 2 years of experience in technical support or monitoring centers, strong problem-solving

Qualifications

• Minimum of 2 years supporting MasterMind Business and/or Monitoring applications.
• Strong troubleshooting methods and knowledge of security monitoring solutions.
• Excellent verbal and written communication; ability to work independently in a 24/7 operations environment.

Responsibilities

• Provide Level 1 support for MasterMind applications and service platforms.
• Monitor system and service performance and respond to incidents.
• Troubleshoot application, device, circuit, and connectivity issues.
• Coordinate with technicians, vendors, and internal teams to diagnose and resolve issues.
• Escalate incidents to maintain uptime and continuity.
• Document incidents and communications accurately.
• Follow operating procedures and support processes.
• Deliver high level of customer service while managing multiple priorities.

Skills

IT knowledge

Troubleshooting

Problem solving

Communication

24/7 readiness

Tools

Microsoft Office

Job description

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

Operations Analyst – CMC Support/ICC

Please Note: While the title of this position is Operations Analyst, this role is primarily focused on technical support, monitoring operations, incident management, and customer support. This is not a Systems Analyst, Business Analyst, Software Development, or Project Management position.

Location: Aurora, CO or Kansas City, MO
Shift: 10:00 PM – 6:30 AM MT (Overnight)

Position Summary

The Operations Analyst is responsible for providing Level 1 technical and operational support for MasterMind applications and service platforms supporting Fire & Security Monitoring, Managed Access, and Hosted Video services across the United States, Canada, Australia, and New Zealand. This role focuses on monitoring operations, incident response, troubleshooting, technical support, and customer service to ensure continuous system availability and service reliability.

Key Responsibilities

• Provide Level 1 support for MasterMind applications and service platforms, including Fire & Security Monitoring, Managed Access, and Hosted Video services.
• Monitor system and service performance and respond to incidents impacting customers and operations.
• Troubleshoot application, device, circuit, and connectivity issues affecting customer services.
• Coordinate with technicians, vendors, and internal support teams to diagnose and resolve technical issues.
• Escalate incidents as appropriate to support service uptime and operational continuity.
• Document incidents, troubleshooting activities, service requests, and customer communications accurately and completely.
• Follow established operating procedures and support processes.
• Deliver a high level of customer service while managing multiple priorities in a fast-paced support environment.

Required Qualifications

• U.S. Citizen.
• Minimum of 2 years of experience supporting MasterMind Business and/or Monitoring applications.
• Working knowledge of IT systems, technical troubleshooting methods, and security monitoring solutions.
• Strong problem-solving skills and ability to prioritize work effectively.
• Excellent verbal and written communication skills with both technical and non-technical audiences.
• Ability to work independently and make sound decisions in a 24/7 operations environment.

Preferred Qualifications

• 3+ years of experience in technical support, service desk, help desk, monitoring center, NOC, telecommunications support, or call center environments.
• Experience supporting monitoring, security, alarm, or managed service platforms.
• Proficiency with Microsoft Office applications.
• Strong analytical and troubleshooting skills.

Ideal Candidate

Successful candidates will typically have experience in one or more of the following areas:

• Technical Support
• Service Desk or Help Desk Support
• Monitoring Center Operations
• Security Monitoring
• NOC (Network Operations Center) Support
• Telecommunications Support
• Customer Technical Support
• Incident Management

Why Join Us?

As an Operations Analyst, you will play a critical role in supporting the platforms and services that help protect customers and ensure uninterrupted monitoring operations around the clock. You'll work with a collaborative team dedicated to delivering reliable service and exceptional support across a global customer base.

HIRING HOURLY RANGE

$23.08 - $30 (Hourly rate 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. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab at https://jobs.johnsoncontrols.com/about-us.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.