Operations Analyst - Aurora CO

VetJobs; Aurora (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

Johnson Controls is seeking an Operations Analyst in Aurora, CO for overnight hours (10:00 PM – 6:30 AM MT). The role provides Level 1 technical and operational support for MasterMind applications and hosted services across the US, Canada, Australia, and New Zealand.

You will monitor performance, troubleshoot issues, and coordinate with technicians to ensure service availability. Requires 2+ years in related support roles and US citizenship.

Qualifications

• Minimum education: High School/GED.
• U.S. Citizen required.
• At least 2 years of experience supporting MasterMind applications or monitoring platforms.
• Working knowledge of IT systems, troubleshooting methods, and security monitoring solutions.

Responsibilities

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

Skills

Technical support

Incident management

Customer service

Troubleshooting

Monitoring operations

Education

High School/GED

Tools

MasterMind platforms

Job description

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers.

Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

Operations Analyst – CMC Support/ICC

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.

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.

Minimum Education Required

High School/GED

Additional Qualifications/Responsibilities

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.