Operations Analyst

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 25,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us

**Job Description**:
Join the fast-growing Managed Services and Support operations team, where your efforts will directly affect Annual Reoccurring Revenue and Customer Satisfaction. You will work daily with people around the globe on contract analysis / customer entitlements, product lifecycle tracking and end-of-life retirement and refresh. Your understanding of the data will enable you to guide our team and other teams throughout the organization in decision making.

Analyzes business problems to be solved with automated systems. Provides technical expertise in identifying, evaluating, and developing systems and procedures that are cost effective and meet user requirements. May lead cross-functional linked teams to address business or systems issues.

Skills, Knowledge, Experience and Education
- College Degree - Bachelors - (Analytics, Business, Finance)
- 3-5 years of experience.
- Fluent in English.

Position Attributes and Responsibilities:
CI Team: Contracts & Warranty Administration

The person in this role needs to be:
- Detail Oriented- Task Oriented- Highly Organized- High Critical Thinking Skills- Enjoys researching and investigating processes and data- Strong in Networking with peers- Enjoys collaborating with Global Teams & Resources- Strong, concise written communications- Proficient in Excel: Filtering / Lookups / Pivots

Contracts- Tracking- Entitlements- Analysis- Monthly Backlog Reporting for management- $0 Monitoring
- Trigger and monitor $0 process, if necessary

Customer Entitlements- Monitor and communicate (monthly or as requested)

o Additions

o Renewals

o Decommissions- Prepare Reports and Dashboards- Tool Administration (As customers: add, drop & renew)

o HUB

o Uptime

o N-Able

o Oracle

o Lifecycle

o Phone Tree- Update monthly: Contract BPID compares- IT Team: inform, follow processed, team alliance

Contract Renewals - Annual Reoccurring Revenue (ARR)- Trigger Front-End / Call to Action / Reverse-Flow process- Analyze Hardware and Software per Site (Lifecycle Policy App)- What can be renewed / What cannot (End-of-Life)- Monitor for IDC Gen retirements, service restrictions- Work with CSM to Audit hardware and software at site- Critical for warranty / support renewal- Factor in quote pricing- Communicate with CSM- Provide Intel: Renewal Options, Price upcharges, if necessary- Part #’s for current entitlements: Confirm existing contract is correct, provide updates / corrections if necessary- When Contract Renewal Books

o Contact all vendors for quotes (4-6 vendors)

o File for Shopping Cart

o Have PO Created (GEC)

o Update Lifecycle Policy App
- IF No Contract Renewal

o Execute Decommissioning Process- Across All Tools: HUB, Uptime, Oracle, N-Able, Lifecyle, Phone Tree

o Track for communications

Lifecycle Policy Administration- Responsibility of ISM to maintain / update through-out the services lifespan of a customer after initial deployment.- Update Data

o Additions

o Replacements

o Decommissions

o Warranty data updates- Report on sites for:
o Renewals

o Service Issues at Site

o Audits

LI-EV1