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 https://jobs.johnsoncontrols.com/about-us.
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.
Skills Required
- 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.
- 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.
Johnson Controls Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Johnson Controls and has not been reviewed or approved by Johnson Controls.
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Retirement Support — Retirement support is positioned as a meaningful part of the package through employer 401(k) matching, repeatedly framed as a strong pillar of the overall rewards mix. The matching contribution is described with specific match levels in multiple places, reinforcing perceived value for long-term saving.
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Leave & Time Off Breadth — Time off is presented as comparatively robust, with multiple paid holiday categories, vacation time, and sick time described as generous or “amazing” in places. Paid time off breadth appears to be a consistent contributor to total rewards attractiveness beyond base pay.
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Flexible Benefits — Benefits are described as broad and customizable, spanning standard medical/dental/vision plus optional add-ons like pet insurance, identity protection, and legal support. Tuition reimbursement is repeatedly highlighted as a high-value option supporting professional development.
Johnson Controls Insights
What We Do
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission. Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco®, York®, Metasys®, Ruskin®, Titus®, Frick®, Penn®, Sabroe®, Simplex®, Ansul® and Grinnell®.
