Operations Analyst – Automation

Operations Analysts perform all operational processes and procedures, ensuring that all IT services and infrastructure meet operational targets. In addition to running and monitoring all infrastructure and application components, they also manage and enhance incident, problem, change, and release management processes.

What will you do?

Incident Management, Problem Management:

• Identify resolutions for recurring incidents and problems that minimize downtime to impacted IT services
• Ensure incidents are resolved in a timely manner and the resolution adheres to the predefined SLAs
• Ensure all incidents and problems are recorded in a central repository or knowledge base
• Drive proactive and reactive problem management with the problem management team
• Perform periodic reviews and define problem control and incident management procedures
• Coordinate and monitor incident and problem resolution for vendor-managed products
• Conduct Post-Implementation Reviews (PIR) to drive continuous improvement

Technical Change Management:

• Enforce standardized methods for building, testing, and implementing changes that meet service levels
• Partner with the business and IT to confirm change requests align with business requirements
• Maintain records of changes and ensure authorized changes are prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner
• Identify critical changes that need to be referred to the Change Advisory Board for guidance on assessment, prioritization, and scheduling

Other key responsibilities:

Participate in project teams through all phases of the technology enablement life cycle. Lend specific subject matter knowledge to the design and integration phase of each project, helping to give specificity to the appropriate architecture, data model, and system design and interfacing requirements.

Advise clients on a variety of business process services that help identify, assess, manage and measure the organization's capabilities. Team with client technology professionals, and/or third-party strategic alliances to provide implementation of technology solutions. Participate in engagement management, engagement execution and reporting, and client relationship building and management.

We are looking to expand our Practice area to include a team of people with experience in RPA (Robotic Process Automation). This team will work together to help implement such Automation tools as UiPath, Blue Prism, Microsoft Power Apps, Microsoft Power Automate. You will develop and document RPA configuration best practices, configure new RPA processes and objects using core workflow principles that are efficient, well structured, maintainable and easy to understand. This position requires an understanding of existing processes and implementing change requirements as part of a structured change control process as well as problem solving issues that arise in day to day running of RPA processes and providing timely responses and solutions as required.

Automation Operations team is part of the global Enterprise Automation CoE team within Corporate IT. Reporting to the Automation Operations Team Lead you will troubleshoot bug fixes and deliver change requests within automated solutions in JCI. You will work closely with all levels of Automation Operations Team and with the core Enterprise Automation CoE members to contribute on driving improvements to the Automation Operations.

This position will suit IT or Technical oriented candidate with IT / Networking / Programming or Cybernetics knowledge. Experience in RPA tools such as UiPath, Power Automate, Blue Prism Automation Anywhere is welcomed.

How will you do it?

You will

• Create and work on a technical design to maintain and enhance automated solutions of JCI business processes
• Focus on code development and technical excellence of automated solutions together with their replicability factor
• Use ServiceNow tool for IT Service/Change Management tracking as well as MS Azure DevOps for day-to-day workload management
• Improve skills in automation products by completing certifications and self-studying next generation topics of AI, OCR and machine learning

What are we looking for?

Required

• Mastery of Automation tools, such as UiPath or Power Automate
• Understanding of basic object-oriented concepts

• Basic knowledge of code troubleshooting
• Problem-solving skills: ability to break the problem down logically into smaller manageable parts and solve it
• Self-motivated, team player, action and results oriented
• Good verbal and written communication skills
• English language to a business proficiency level

Preferred

• Proficiency in any programming language, such as C, C++, Java, Python or .NET

• Demonstrable knowledge of Windows server O/S
• General understanding of networking concepts
• Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
• General knowledge of SQL server

Training

In this role you will be encouraged to improve and develop your knowledge through on-going training and achieving certifications in areas such as Blue Prism, UiPath, ITSM/ServiceNow, Microsoft Azure and more. Successful candidates will also enjoy the benefit of developing their skills in AI as our Automation journey evolves in the future.