Global Service Analyst (Remote)

Johnson Controls•Boca Raton, FL

2d•Remote

About The Position

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.

Requirements

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

Nice To Haves

Project/Program management experience preferred.
PMP or CAPM preferred.

Responsibilities

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.
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.
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.