Operations Analyst

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

Job summary

A leading company seeks an Operations Analyst to provide technical support for Mastermind applications and ensure service uptime. The role requires communication with technical and non-technical stakeholders, and a solid background in IT systems and troubleshooting. Competitive salary and benefits package available from day one, promoting career growth in a supportive team environment.

Benefits

Medical, dental & vision coverage

401(k) and tuition reimbursement

Paid time off

Career growth opportunities

Qualifications

• Minimum 2 years of experience with Mastermind or similar platforms.
• Knowledge of IT systems and security monitoring solutions.
• Strong communication skills for diverse stakeholders.

Responsibilities

• Provide L1 technical support for Mastermind applications.
• Maintain documentation of support activities and customer communications.
• Collaborate with vendors and internal teams to resolve issues.

Skills

Troubleshooting

Problem-Solving

Communication

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

What you will do

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.

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.