Business Analyst

Who we are?

Johnson Controls is the global leader for smart, healthy and sustainable buildings. At Johnson Controls,
we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and
global reach have been growing ever since. Today, we offer the world’s largest portfolio of building
products, technologies, software, and services; we put that portfolio to work to transform the
environments where people live, work, learn and play.

This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full
range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more
comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you
focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for
the planet. We’re helping to create a healthy planet with solutions that decrease energy use, reduce waste
and make carbon neutrality a reality. Sustainability is a top priority for our company.

We committed to invest 75 percent of new product development R&D in climate-related innovation to
develop sustainable products and services. We take sustainability seriously. Achieving net zero carbon
emissions before 2040 is just one of our commitments to making the world a better place.

Please visit and follow Johnson Controls LinkedIn for recent exciting activities.

Why JCI: https://www.youtube.com/watch?v=nrbigjbpxkg
Asia-Pacific LinkedIn: https://www.linkedin.com/showcase/johnson-controls-asiapacific/posts/?feedView=all

Job Summary:

The Global Products CRM (GPCRM) Business Support Agent Supports all internal users of the GPCRM
Salesforce Org by providing clear answers to questions and requests, asking the correct troubleshooting
questions to quickly identify solutions for presented problems. You will mainly work on questions and
requests that are related to the Salesforce Sales & Service Cloud, Community Portals, and the Marketing
automation tool Pardot. You will be collaborating with various Stakeholders across all business functions
including other salesforce experts to analyze the questions and requests and when required escalate
incidents into a ticket system.

What will you do?
 Provides support to customers via salesforce cases but also via phone, teams, and chat.
 Provides answers to user for questions about all functions in GPCRM.
 Provides general how-to guidance and user information of GPCRM.
 Provides troubleshooting assistance of errors or issues with GPCRM; including identifying the
issues, researching answers, and escalation to the IT Organization when required.
 Logs customer contacts into ticketing system for handling, tracking, and follow up of customer
issues and needs.
 Responds to users in a timely and efficient manner within designated service level agreements.
 Participate in User Acceptance Testing.
 Create and maintain How-To user Instructions on the Global User Support Share Point.
 Host and or contribute to on-line user training.
 Assists in identifying areas of improvement based on user questions and reported issues.

What we look for?
 High energy, self- starter, good interpersonal skills
 Strong presentation and communication skills with all levels of the organization, both verbal and
written
 Written and oral communication, and interpersonal skills are necessary to effectively communicate
with persons at all levels of the organization.
 Analytical and problem-solving skills, an ability to conform to shifting priorities, and to balance
multiple projects and tasks concurrently is necessary.
 Good with Office 365 application (Teams, Share Point, Power BI, PowerPoint, Visio and Excel)
 Excellent collaboration skills across multiple functions
 Keen attention to detail and complex problem-solving abilities from an operational and technical
perspective.

Education and Experience Needed:

• Bachelor's degree.
• Salesforce experience and preferred Business Support experience either as a Key-user or Business
• Support Agent
• Fluent in English