Lead IT Operations Analyst


Fortune Brands

Oak Creek, WI
Full Time
2y ago

Job Description


Under the direction of the Director/Sr. Manager, Enterprise Applications, Operations & PMO, in this role, you will lead the ITSM process area for the global TMLC IT organization and assist in delivering applications-based operational support within the company.  In this role, you will acquire adequate expertise around Master Lock ITSM, ERP, and other peripheral applications that are part of the IT Technology ecosystem, to support the business operations and meet the agreed-upon support SLAs. You will partner with business users, IT team members, and 3rd party managed services for the ongoing maintenance and administration of the ERP and ITSM applications and use the ITSM platform to manage all incidents, requests, and problems, ensuring appropriate resolution and documentation. Additionally, you will identify and champion opportunities through analysis of historical ITSM data for process improvement and end-user training opportunities by creating an action plan, leading the necessary work efforts through to completion according to TMLC project methodology where necessary. You will explore exciting opportunities to drive efficiencies in our system and business processes, coordinate and lead primary Operations continuous improvements and adapt to and learn new technology trends.


  • Perform Oracle ERP system administration and database querying using SQL as part of applications’ support
  • Lead improvements in the use of ServiceNow across IT and Business, as well as help enforce consistent ITIL practices
  • Lead junior staff on the ability to gather performance information from various systems and applications and interpret the health of the application                 
  • Lead release schedules for various patching and change requests along with coordinating testing activities across various team
  • Perform ServiceNow system administration, including workflow development and configuration
  • Serve as the primary or secondary (backup) point of contact, as required, for Service Delivery coordination. Partner with hosting provider to facilitate the incidents, problems, and requests to ensure work is assigned, worked, and resolved within contracted SLAs and escalating wherever necessary on an ongoing fashion through ITSM software, weekly status meetings, and direct contact wherever necessary.
  • Ensure system uptime and availability for all critical business services and applications under the purview of Operations. Reporting on all IT Operations metrics and application performance on various reporting platforms across levels of the organization.
  • Lead major and minor ERP application, database and OS level upgrades, release schedules, and testing effort
  • Participate in monthly, quarterly SOX audits and supporting the annual FBHS internal audit and external audit cycles with appropriate documentation and testing coordination with hosting partners and technology vendors
  • Lead IT to change management and various IT policies and procedures documentation and adherence.
  • Lead adoption of best practices related to application governance and development



  • Associates degree in Information Technology/Computer Science or minimum of 3-5 years applicable IT operations/helpdesk work experience required.
  • High energy, confident, and effective communicator while supporting users, and ability to bring attention to detail, driving action required for day to day tasks and project tasks
  • Make oneself available 24x7 (in an on-call rotation) to handle any off-hour system emergencies


  • 4-year bachelor’s degree in Computer Science, Information Technology or similar educational background preferred
  • 4+ years of experience related to IT Operations, Service Delivery and Administration (applications/technology) activities
  • Any functional, development or technical experience with the ERP - Oracle Applications
  • Sound understanding of project management and able to coordinate project activities across team members
  • Demonstrated success in a highly complex 24x7 hosted environments with 3+ years of practicing ITIL processes and using ITSM tools and technologies
  • Ability to suggest best practices around change management and service management practices
  • Ability to mentor junior associates on related tool, technologies and processes
  • 3+ years of using database querying languages (SQL)
  • 3+ years of leading various IT application release schedules and quality assurance efforts
  • 3+ years in working with IT-based ticketing and support systems like Service Now, Jira, Remedy or Oracle in a Service Desk or Help Desk environment
  • Experience coordinating activities with hosting partner for all applications infrastructure, maintenance and changes requests.
  • Sound understanding of ITIL processes and admin or developer skillset around ITSM tools such as ServiceNow and Jira. ITIL certification is a plus
  • Auditing experience and/or certifications for SOX, SSAE16 highly desirable

Additional Information


  • All the Insurance coverage you’d expect like medical, dental, vision, life insurance, flexible spending accounts, wellness programs, 401K all effective on your date of hire, and a bonus program plus generous PTO
  • Scholarship program for children of employees
  • Annual merit and incentive programs
  • Charitable gift matching
  • Adoption Assistance


  • Culture committed to work-life balance
  • Programs in place to support professional development and career growth
  • Stock purchase program and charitable gift matching
  • Associate Purchase Program on All Fortune Brands Products
  • Wear your jeans to work!  

Fortune Brands Doors & Security (Master Lock/Therma-Tru Doors) is an equal opportunity employer. Applicants are considered for positions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, mental or physical disability, marital/family/caregiver status, genetic information, military or veteran status, citizenship or any other characteristic protected by federal, state or local low. Fortune Brands Doors & Security also prohibits harassment of applicants or employees based on any of these protected categories.

Candidates for positions with Fortune Brands Doors & Security must be able to present proof of identity and work eligibility post hire. Immigration visa sponsorship is not available for this position and accordingly this position is not appropriate for foreign students who will require sponsorship in the future, including assistance with an Optional Practical Training (OPT) F-1 extension.  

To all recruitment agencies:  Fortune Brands Doors & Security does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, our employees or any other company location. We are not responsible for any fees related to unsolicited resumes/CVs.

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