Operations Analyst

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. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. 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 on the Johnson Controls Careers site at #J-18808-Ljbffr