Customer Service Operations Analyst

The future is being built today and Johnson Controls is making that future more productive, more secure and more sustainable. We are harnessing the power of cloud, AI/ML and Data analytics, the Internet of Things (IoT), and user design thinking to deliver on the promise of intelligent buildings and smart cities that connect communities in ways that make people’s lives and the world better.

What you will do

The Continuous Improvement & Analytics team at Johnson Controls believes in the power of data to shape and steer business decisions within the customer service department. A data enabled business needs analysts to wrangle, organize, and use powerful visualization tools to derive actionable insights and patterns from the data and provide clear, concise answers to our customers. And that is where you come in.

As a COE Data Specialist for the Customer Service Department, you will be in the office 5 days per week supporting the US, Canada, and Latin America and your hours may vary dependent on the need. There will also be a 5% travel rate to visit similar factories for improvement. You will execute all administrative tasks relating to the Johnson Controls Fire Suppression parts and product and positively interact with customers both verbally and written.

How you will do it

• Using a combination of data mining, statistical and exploratory data analysis, develop an understanding of the data requirements required to answer business questions
• Based on business requirements, develop manual and automated scorecards and dashboards using internal and external data marts
• Understand and recommend data standardization to ensure repeatability and reusability of data products
• Design visualizations apt for answering the business question in consideration, and publish quality analytics to include weekly, monthly, or yearly dashboards with KPIs used by the business owners to improve their processes and operations
• Develop an AI integration platform/tool within customer service
• Develop department improvements for easier reporting and consistency

What we look for

Required

• BS in business or related field / 4 + years total experience in CI/data analytics
• 3+ years of experience in Database, Data Model and Data Warehouse
• Experience in Kaizen facilitation and CI techniques
• Experience in languages such as Python, SQL.
• Knowledge in Dimensional Modelling, Datamart and different Data Modelling Techniques.
• Good Experience in PowerBI, DAX Queries, Snowflake, PostgreSQL, Tableau.
• Strong spoken and written communication skills
• Salesforce experience

Preferred

• 2+ years of leading/facilitating process improvements
• Experience in building reports, KPI scorecards, and dashboards using Power BI desktop.
• Good understanding of PowerBI Workspace and Administration.
• Knowledge in creating Dataset, Transformation, Dataflow, Measure Calculation on the dataset using PowerBI.
• Experience in transforming data through SQL queries.
• A passion for all things Data - including Analytics, translating data into informative reports and visuals.
• SAP/JDE experience preferred

HIRING SALARY RANGE: $76,000-$95,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, location and alignment with market data.) This position includes a competitive benefits package. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us 

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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.