Senior IT Business Analyst - Field Service Operations

What you will do

As a Senior IT Business Analyst for Field Operations, you will bridge Business and IT objectives, identify opportunities to enhance processes through technology, and help define and deliver capabilities across the organization. You will translate business needs into functional requirements, support development and testing activities, and ensure solutions meet quality, performance, and compliance standards.

This role works closely with business stakeholders, IT Business Leads, delivery teams, and architects, collaborating on both regional (EMEALA) and country‑specific initiatives.

How you will do it

Business Analysis & Requirements

• Collaborate with business partners, IT Business Leads, and architects to define and document user stories, current/to‑be business processes, and functional requirements.
• Drive discussions that promote standardization and synergies across Lines of Business (LoBs) in the EMEALA region and the broader enterprise.
• Triage incoming requests and set realistic delivery expectations with stakeholders.

Solution Delivery & Support

• Provide production support for Service systems and resolve usage issues.
• Contribute to cross‑functional technical projects involving integrations between ServiceMax, Salesforce, Oracle, and other enterprise applications.
• Ensure that deliverables meet functional, quality, reliability, performance, and security requirements.
• Support program and delivery managers in leveraging out‑of‑the‑box functionality and global templates across regions and LoBs.

Testing & Quality Assurance

• Define test strategies, success criteria, and acceptance criteria.
• Create test plans, document test cases, and participate in integration, non‑regression, and user acceptance testing.
• Uphold governance, quality principles, methodologies, and standards.

Change & Rollout Support

• Work closely with business change teams to ensure proper communication, training, and support as part of deployment activities.

What we look for

Required

• 5+ years of experience as a Business Analyst - strong requirements gathering, documentation, and analytical skills.

• Experience with Salesforce and Service Field Operations.

• Solid understanding of Agile methodology.

• Knowledge of the full Software Development Lifecycle (SDLC) and/or Project Management Methodology.

• Excellent communication skills—written and verbal.

• Strong collaboration, negotiation, and relationship‑building abilities.

• Innovative, proactive thinking.

• Demonstrated alignment with JCI values: integrity, teamwork, excellence, and accountability.

• Ability to travel up to 10%.

Preferred

• Experience with ServiceMax.

• Product‑mindset approach with ownership of product functionality and performance.

• German language skills.

Our culture

At Johnson Controls you’ll have the opportunity to work on some of the most exciting projects in today’s market. Our hardworking people empower us, and we believe in being part of a team that is open, collaborative, results-oriented, hardworking and above all fun. 

We believe that diversity and inclusion matter and make a difference. By embracing the true value of diversity and inclusion, getting comfortable with having crucial conversations, and valuing different perspectives, we will be one of the most desirable places to work. 

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