Apply on Employer Site

Eaton · 19 hours ago

IT Operations Analyst

Menomonee Falls, WI

Full-time

Onsite

Mid, Senior Level

$109K/yr - $159K/yr

5+ years exp

Eaton is a company focused on operational excellence and technology transformations. The IT Operations Analyst serves as a liaison between stakeholders and the IT function, leveraging business analysis expertise to implement solutions that enhance IT processes and customer service outcomes.

Electric Vehicle

No H1B

Responsibilities

Business Analysis Planning: Plan the business analysis approach for projects, determine the deliverables, estimate business analysis effort, and determine metrics to be used to monitor the success of analysis work

Requirements Elicitation: Conduct requirements gathering activities (brainstorming, focus groups, interviews, observation, prototyping, workshops), document the results, and validate that the documented requirements meet the stakeholders’ needs

Requirements Management & Communication: Assess requirements to ensure they fall within the solution scope, ensure requirements are aligned with and traceable to business objectives and solution design, and ensure requirements are communicated and presented in a format that are understandable to stakeholders, including solutions designers and developers

Enterprise Analysis: Evaluate the business need, problem or opportunity to justify the investment necessary to deliver the solution, assess the capability of the enterprise to leverage in developing a solution, and determine the most feasible solution

Requirements Analysis: Analyze, prioritize and organize requirements to ensure efforts focus on the most critical needs, model requirements to demonstrate process and or solution function, and validate that the requirements support the delivery of value

Solution Assessment: Review and evaluate IT solution designs to ensure the proposed solution meets the business requirements

Validation: Coordinate the approach and development of use cases and test scenarios with the customer to ensure integration and/or user acceptance testing is complete and validates that project requirements have been achieved

Optimize IT Operations: Develop and maintain KPI-driven dashboards and reporting frameworks to monitor operational health, productivity, and customer service performance. Reduce ticket transfers and improve resolution times through process redesign, automation, and proactive monitoring

Define and Manage KPIs: Establish forward-looking performance indicators and dashboards to track productivity, customer service metrics, and operational health

Lead IT Internal Productivity Projects: Manage cross-functional initiatives that enhance IT efficiency, reduce manual effort, and improve overall service delivery

Leverage Analytics for Insights: Use ServiceNow and Jira data to identify bottlenecks, forecast trends, and recommend actionable improvements

Champion Continuous Improvement: Benchmark against industry standards and implement innovative solutions for ITSM and Agile process optimization

Drive automation and process optimization initiatives using AI/ML, RPA, and advanced analytics to reduce manual effort and accelerate IT service delivery

Qualification

ServiceNowJiraBusiness AnalysisAgile methodologiesIT Service ManagementTeam-oriented interpersonal skillsCommunicationSelf-motivated

Required

Bachelor's degree from an accredited institution

Minimum of 5 years of IT work experience

No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Beachwood OH, Galesburg MI, Houston TX, Menomonee Falls WI, Moon Township PA, Raleigh NC will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation

Must be able to work in the United States without corporate sponsorship now and within the future

Preferred

5 years working in a customer facing or production support role

Expertise in ServiceNow and/or Jira, including configuration, administration, integration, and workflow automation for IT operations and project management

Strong understanding of Agile methodologies (Scrum, Kanban) with practical experience managing boards, sprints, and backlogs in Jira to drive delivery efficiency

Strong understanding of IT Service Management Processes

Strong understanding of Agile methodologies