Share this Job

Business Analyst - Infrastructure

Date: Nov 22, 2021

Location: Nashville, TN, US, 37228

Company: A. O. Smith Corporation

Company / Location Information

Water technology is one of the fastest-growing industries in the world. As a leading global water technology company, A. O. Smith Corporation (NYSE: AOS) is at the center of the trend. We are a $3 billion company with over 140 years of history and 15,000+ employees. Our emphasis is on hot water and clean water; we are one of the world’s largest manufacturers of residential and commercial water heating equipment as well as a supplier of water purification products in a number of emerging countries.

With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, we have the reach to serve customers worldwide.


A.O. Smith is committed to continuous improvement and maintaining a culture that values and respects our employees.  Recognized by The Tennessean as one of the top Nashville area Workplaces, we have programs in place to help our team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build an amazing career at A. O. Smith.


This role is located in our modern Nashville Metro Center office, located just minutes from downtown with easy interstate access and free parking.

Primary Function

The Business Analyst – IT Infrastructure & Operations is responsible to identify and design the IT global business processes requirements for all I&O related operational systems & tools critical to the efficiency of the BTS team.  This includes researching and analyzing data in support of I&O global business functions, best practices, and IT system requirements.  The Business Analyst – IT I&O is also responsible for proactively generate and compiling metrics across I&O and identify opportunities for continuous improvements within the I&O functional processes & procedures.  This individual will apply proven communication, analytics, best practices, and problem-solving skills to help maximize the benefit of I&O system investments and to assist in implementing these new solutions around the globe.

Working alongside the IT Infrastructure & Operation team, assist in global deployment of best practices, identify areas of improvement with a strong focus on automation.  Oversee the deployment of the IT tools on a global basis and to ensure that value is being driven out of the investment by optimizing global standards along with regional execution.  Some of the existing tools that will be within the scope of this position include ServiceNow, LogicMonitor, Tanium, AD Plus, AD Auditor and several other critical I&O operational tools.


  1. Lead meetings with IT Leadership, IT owners and process owners to define IT requirements and system goals.
  2. Lead design session in evaluating new systems for the purpose of enhancing the I&O processes, operations and information process flow on a global scale.
  3. Review and analyze the effectiveness and efficiency of existing I&O solutions and develop strategies for improving or further leveraging these tools on a global basis.
  4. Prepare and deliver reports, recommendations, or alternatives for improving processes & procedures within the I&O operating tools across the global organization.
  5. Identify and establish scope and parameters of process analysis in order to define impact, outcome criteria and measure-take actions.
  6. Collaborate globally on the planning, design, development and deployment of new tools, enhancement to existing solutions, embrace best practices and automation.
  7. Communicate process changes, enhancements and modifications – verbally or through written documentation – to management, peers, staff and other employees so that the solution or change is understood.
  8. Create process models, specifications, diagrams, and charts to provide direction to implementation resources including vendor / partners.
  9. Manage the working relationship between the tool vendor, implementation partner and on-going support teams.
  10. Perform cost-benefit and return on investment analysis for proposed solutions to aid management in making the best decisions.
  11. Master and maintain detailed knowledge of IT support tools with an awareness of opportunities to expand solutions and services, monitoring releases and usage to make recommendations for optimization
  12. Use knowledge and understanding of the integration between the different IT support tools leveraging ServiceNow as the repository and workflow engine for IT processes and the future strategic direction of the application roadmap to identify future impacts/changes
  13. Setup, manage, update, and maintain key I&O metrics based on IT global adoption, assist in the creation of key I&O metrics to facilitate IT processes.
  14. Help configure and execute scheduled and ad hoc reports and develop custom reports to meet the requirements of the organization


  1. Experience in several, if not all, of the following ServiceNow, LogicMonitor, ManageEngine AD Plus, Active Directory, DMZ, Network, Hardware, Servers and Applications.
  2. Demonstrated flexibility to adjust to changing IT needs by effectively managing and prioritizing concurrent assignments
  3. Proven ability to identify and cultivate relationships with key stakeholders representing Global BTS and at multiple business levels
  4. Excellent communication skills focused on facilitation of meetings, ability to deliver informative, well organized documentation and presentations, and the ability to effectively communicate in difficult and sensitive situations
  5. Knowledgeable in current ITGC best practices, IT policies, IT practices, and ability to anticipate future trends affecting the BTS from a systems and process perspective preferred
  6. Strong understanding of ITSM, ITOM, and automated workflow solutions and other system configuration and functionality to implement these needs
  7. Technical skills required:  ServiceNow, SmartSheets, Microsoft Office, Microsoft 365, SharePoint, Teams, Project & Visio


Bachelor's Degree in Information Technology Management or Related Field

Years of Experience

Minimum of 3 years of related work experience or training

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Nearest Major Market: Nashville

Job Segment: Business Analyst, Developer, Sharepoint, HVAC, Finance, Technology, Operations