Third-Party Portal COE Analyst

Build your best future with the Johnson Controls team 

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away! 

What we offer: 

• Competitive salary 

• Paid vacation/holidays/sick time 

• Comprehensive benefits package including 401K, medical, dental, and vision

• On the job/cross training opportunities 

• Encouraging and collaborative team environment 

• Dedication to safety through our Zero Harm policy 

What you will do:

The Third-Party Portal Center of Excellence (COE) Analyst plays a vital role in supporting the successful deployment of the OSO Project across Johnson Controls’ HVAC customer base. This role ensures that our strategic Third-Party Portal (3PP) customers are seamlessly transitioned to the new 3PP Profile in accordance with the project specification. From initial onboarding through full operational integration, the analyst ensures alignment across internal teams and external stakeholders to uphold our commitments and deliver a consistent, high-quality customer experience. The individual in this role is accountable for managing the onboarding of HVAC customers across a variety of 3PP, supporting internal provisioning, and providing responsive customer support throughout the transition.

How you will do it:

• Manage the onboarding of assigned accounts, including receiving invitations, uploading documents (COI, W9, Tax forms, etc.), Admin Access, updating the Customer Portal List, MultiLoc, and merging portals when necessary.
• Partner with our internal teams to ensure future financial transactions are formatted and submitted in a manner which results in quick payment, minimal disputes, and customer satisfaction.
• Ensure the setup of customers and JCI with portal engagements are compliant with JCI terms and customer requirements.
• Handle customer inquiries and partner with internal teams to resolve issues and prevent recurrence, ensuring seamless communication and resolution.
• Provision internal users in 3PP profiles and provide the necessary technical support for user access requests.
• Report out on project progress to project team and stakeholder leadership.

Additional Tasks:

Customer Interaction: Interacting with customers to answer questions, customer onboarding into portal, and providing JCI documentation.

User Management: Managing access, assisting with password resets, login issues, and training on portal functionalities.

Internal User Support: troubleshooting portal access and user support via chat and email

What we're looking for:

Required:

• Minimum of 2 years of customer service operations experience.
• Strong customer service, critical thinking, problem-solving, task-oriented, and time management skills.
• Excellent communication, organization, follow-up, and time management skills.
• Demonstrated ability to work across organizational boundaries, driving alignment and engagement on behalf of the customers they represent.
• Proven ability to thrive in a fast-paced environment.

Preferred:

• Familiarity with HVAC, Fire, and/or Security building solutions businesses.
• Familiarity with Facility Management Sites such as (but not limited to) Service Channel, Coupa, Ariba, Textura.
• Project management experience preferred.
• Bachelor’s degree preferred.