IT Operations Analyst

Eaton Corporation • Raleigh, NC

3d • $109,000 - $159,000

About The Position

The IT Operations Analyst serves as the primary liaison between stakeholders (business and IT both) and the IT function, leveraging expertise in business analysis to recommend and implement solutions that enable the organization to achieve its goals. This role in particular will focus on championing IT operational excellence by leveraging process improvements and advanced analytics (ServiceNow, Jira) to identify trends, optimize production support, and implement KPI-driven improvements that enhance IT processes, productivity, and customer service outcomes.
The IT Operations Analyst with expertise in business analysis tools and techniques and extensive experience in enterprise-wide process and technology transformations and implementation. The ideal candidate has experience with master data management programs, data hubs, or ERP implementations. The candidate will provide thought-leadership in driving organizational objectives forward.
The IT Operations Analyst is responsible for business analysis planning and monitoring; requirements elicitation; requirements management and communication; enterprise analysis; requirements analysis and solution assessment and validation on large projects in alignment with the Eaton project management process standards.

Requirements

• 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.
• Excellent communication skills, both written and verbal. This position will often work with other business analysts, project managers and business teams on a regular basis.
• Good team-oriented interpersonal skills. Assists with facilitation sessions, lead and influence others to effectively interface and work with a wide variety of people.
• Good team player, self-motivated and committed with an ability to work under pressure and to tight deadlines.
• Up to 10% travel required.

Nice To Haves

• 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.

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.

Benefits

• Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees