Senior Operations Analyst - Automation

About the Role

Senior Operations Analyst – Automation oversees critical operational processes and ensures IT services and infrastructure meet defined performance objectives. The role monitors all infrastructure and application components while continuously improving incident, problem, change, and release management practices. Core duties include incident and problem management such as coordinating major incidents across IT teams, providing regular updates, participating in MIM bridge calls, and overseeing automation support. The analyst manages performance of key business‑critical applications, implements solutions to reduce recurring incidents, resolves incidents within SLAs, and collaborates with the problem management team on proactive and reactive strategies. They also review and update incident and problem procedures, manage third‑party product issues, and conduct post‑implementation reviews for continuous improvement. In technical change management, the analyst follows standardized processes to build, test, and implement changes that meet service levels, works with business and IT to align change requests with needs, keeps detailed change records, and manages authorized changes through planning, testing, implementation, documentation, and review. Critical changes are flagged for Change Advisory Board assessment and scheduling. Additional responsibilities involve providing subject‑matter expertise to project teams throughout the technology enablement lifecycle, advising clients on business process optimization, collaborating with client technology specialists and strategic partners, and participating in project management, execution, and reporting activities while maintaining strong client relationships. The analyst develops and refines technical designs for automated solutions, emphasizes rigorous code development, utilizes ServiceNow and Azure DevOps for tracking, and advances proficiency in automation technologies such as AI, OCR, and machine learning. The role includes leadership during system outages, ensuring timely communication of advisories to stakeholders, streamlining routine user requests through automation, and reducing the frequency of recurring incidents. The team expands expertise in Power Platform and UiPath (RPA), deploying automation technologies including UiPath Agents and Microsoft Power Platform with Copilot, while documenting best practices and resolving operational issues. • Coordinate major incident management, provide updates, and lead MIM bridge calls. • Manage performance of business‑critical applications and resolve incidents within SLAs. • Implement solutions to reduce recurring incidents and conduct post‑implementation reviews. • Execute technical change management using standardized processes and maintain detailed change records. • Flag critical changes for Change Advisory Board assessment and scheduling. • Provide subject‑matter expertise to project teams throughout the technology enablement lifecycle. • Advise clients on business process optimization and capability measurement. • Collaborate with technology specialists and strategic partners to deploy advanced solutions. • Develop and maintain automated solutions using ServiceNow and Azure DevOps. • Lead during system outages, communicating advisories to all stakeholders. • Automate routine user requests and repetitive tasks to improve efficiency.

Key Responsibilities

• ▸incident management
• ▸change management
• ▸automation development
• ▸servicenow
• ▸azure devops
• ▸client advisory

What You Bring

This position is part of the global Automation Center of Excellence within Johnson Controls’ Corporate IT, reporting to the Automation Operations Team Lead and working closely with colleagues to drive continuous program improvements. It is well‑suited for senior engineers with backgrounds in IT, networking, programming, automation, or cybernetics. Required qualifications include advanced expertise in UiPath and Microsoft Power Platform, strong understanding of object‑oriented programming and low‑code concepts, superior troubleshooting and problem‑solving abilities, a motivated team‑player attitude with leadership potential, effective communication skills, and fluency in business English. Preferred skills encompass experience with UiPath Agents, UiPath Maestro, Microsoft Copilot, React, Python or .NET, Windows Server OS, basic networking and systems troubleshooting, and basic SQL Server knowledge. Ongoing training and certifications in UiPath, ServiceNow, Power Platform, Azure, and emerging AI technologies are encouraged. • Advance proficiency in automation technologies such as AI, OCR, and machine learning. • Required: advanced expertise in UiPath and Microsoft Power Platform, OOP and low‑code concepts, strong troubleshooting, problem‑solving, leadership, and business‑level English. • Preferred: experience with UiPath Agents, UiPath Maestro, Microsoft Copilot, React, Python/.NET, Windows Server OS, basic networking, system troubleshooting, and SQL Server.

Requirements

• ▸uipath
• ▸power platform
• ▸ai
• ▸oop
• ▸react
• ▸leadership

Benefits

Compensation starts from a gross salary adjusted to experience, with benefits also adjusted. The role offers opportunities for professional growth through certifications and exposure to advanced AI and AI infrastructure.

Work Environment

Office Full-Time