IT Operations Analyst

  • 6744 S Howell Ave, Oak Creek, WI 53154, USA
  • Full-time
  • Department: Information Technology

Job Description

In this role you will administer the foundational ITSM software utilized within the global IT organization and assist in the delivery of 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 and team members, for the ongoing maintenance of the ERP and ITSM applications and use the ITSM platform to manage all incidents ensuring appropriate resolution and documentation. Additionally, you will identify and champion opportunities through analysis of historical ITSM data for process improvement, end-user training opportunities by creating an action plan, leading the necessary work efforts through to completion in accordance with TMLC project methodology where necessary. 

  • Perform Oracle ERP (EBS R12 and Cloud ERP) system administration and database querying using SQL as part of applications’ support
  • 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 with hosting and managed service (AMS) partners 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.
  • Ensuring 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.
  • Coordinating major and minor ERP application, database and OS level upgrades and testing for monthly and quarterly releases and patching activities
  • Contributing to monthly, quarterly SOX audits and supporting the annual FBHS internal audit and external audit cycles with appropriate documentation and testing
  • Triaging and troubleshooting system issues in a timely manner, managing user requests, supporting the Service Desk function and driving recurring problem resolution adhering to appropriate incident, request and problem management processes leveraging the ITSM platform
  • Contributing to IT change management and various IT policies and procedures documentation and adherence.
  • Contributing to and leading the 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


  • Bachelor’s Degree in Computer Science, Information Technology or similar educational background preferred
  • ITIL/ITSM experience and certification highly desirable
  • Any functional, development or technical experience with the ERP - Oracle e-Business Suite, Oracle Cloud, OBIEE, Hyperion, Agile and/or related third party products including PL/SQL support
  • Auditing experience and/or certifications for SOX, SSAE16 highly desirable
  • Experience in working with IT-based ticketing and support systems like Service Now, Jira, Remedy or Oracle in a Service Desk or Help Desk environment

Additional Information

Fortune Brands Outdoors & Security 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 Outdoors & 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 Outdoors & 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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