Global Service Analyst (Remote)

What you will do

The Global Service Analyst serves as the enterprise data steward for all upstream processes that directly impact On‑Site Service delivery and Service Maintenance Agreement (SMA) performance. This role holds primary accountability for data accuracy, compliance, and process integrity across Sensormatic’s cloud-based platforms, including ServiceMax (Field Service Management) and Oracle Subscription Management Cloud.

Through proactive data analysis, issue identification, and cross‑functional collaboration, the Global Service Analyst ensures system accuracy and process adherence that enable reliable service performance reporting and informed decision‑making. The role plays a key part in minimizing operational and financial risk by coordinating corrective actions with global process owners and driving sustainable improvements.

In support of timely and accurate SMA negotiations, this position manages the end‑to‑end lifecycle of a global portfolio of Service Maintenance Agreements—from financial and performance analysis through contract creation and ongoing maintenance in Oracle Subscription Management Cloud.

The Global Service Analyst partners closely with Sales, Service Operations, Order Management, Back Office Support, Billing, IT, and Data Governance teams, translating complex system and operational data into actionable insights, standardized processes, and measurable business outcomes that support continuous improvement.

How you will do it

System Stewardship & Data Governance

• Serve as a steward of enterprise service and maintenance data, ensuring adherence to documented processes, standards, and system requirements.

• Monitor compliance across responsible teams and implement remediation plans in partnership with process owners as needed.

• Proactively identify, analyze, and escalate data integrity issues related to customer accounts, service sites, inventory, and entitlements.

Service Maintenance Agreement Lifecycle Management

• Manage global pipeline activities for new and renewing Service Maintenance Agreements, including milestone tracking, timeline compliance, DOA monitoring, and performance reporting.

• Ensure accurate and timely entry of executed agreements into Oracle Subscription Management Cloud and ServiceMax using standardized templates, Service Contract Amendment notifications, and Oracle SMC FBDI files.

• Investigate contract setup and creation errors, identify root causes, and implement preventive controls to eliminate recurrence.

• Oversee ongoing contract maintenance activities, including location changes, covered product updates, pricing revisions, and entitlement modifications, in alignment with established SLAs and governance standards.

Operational Enablement & Business Partnership

• Leverage data insights and performance metrics to recommend process and system improvements that drive efficiency, protect margin, and strengthen operational execution.

• Support the Global Service Leader in the management and oversight of service margin reporting, pricing tools, and aging service activity dashboards within Power BI.

• Act as a trusted cross‑functional partner and subject matter expert, building strong working relationships across global teams.

• Perform additional duties as required in support of global service strategy and operational objectives.

What we look for

Education

• Associate or bachelor’s degree preferred in Business or Analytics related field or comparable Military training/experience.

Experience

• 3 – 5 years experience in collecting, analyzing, and reporting on large data sets.

• Project/Program management experience preferred.

License / Certifications

• PMP or CAPM preferred

Skills                    

• Advanced personal computer skills: Power BI, Power Automate, Excel, SharePoint, Smartsheet, and familiarity of formulas and forms within the Microsoft Suite of applications. 

• Leadership skills including influence management, team building, conflict resolution, organizational change management, and emotional intelligence.

• Ability to manage and direct multiple projects simultaneously to drive solutions that meet or surpass customer expectations on time and within budget.

• Ability to communicate effectively with varying audience groups and levels.

• Strategic agility: anticipating future consequences and trends accurately.

• Analytical skills to support the evaluation and interpretation of large data sets.

Who we are

Johnson Controls 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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.

HIRING SALARY RANGE: $76,100 - 95,100 (Salary 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.