IT Operations Analyst

Eaton’s Corporate Sector division is currently seeking a IT Operations Analyst.

The expected annual salary range for this role is $109000 - $159000 a year.

Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

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 (Service Now, 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.

• 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 Service Now and Jira data to identify bottlenecks, forecast trends, and recommend actionable improvements.
• Champion Continuous Improvement:
  Benchmark against industry standards and implement innovative…