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Business Analyst

Date: Mar 15, 2023

Location: Nashville, TN, US, 38228

Company: A. O. Smith Corporation

Company / Location Information

We are one of the world’s leading manufacturers of water heating and water treatment technologies in the world. We are a $3.5 billion company with 140+ years history and we employ more than 12,000 individuals globally who pride themselves on providing the world with innovative water technology. We are committed to Continuous Improvement, not just in our factories or processes, but in our people.

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.


This role is eligible for a remote work schedule of up to two days remote work per week. New employees are eligible to apply after successfully completing their initial 90 days of employment and training.


  • Lead meetings with IT Leadership, IT owners and process owners to define IT requirements and system goals.
  • 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.
  • 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.
  • Identify and establish scope and parameters of process analysis to define impact, outcome criteria and measure-take actions.
  • Collaborate globally on the planning, design, development and deployment of new tools, enhancement to existing solutions, embrace best practices and automation.
  • Conduct research on best practices, software, and hardware products to justify recommendations and to support procurement efforts.
  • Liaise with various business groups in the organization to communication process changes, enhancements, and modifications to facilitate implementation of new or improved IT I&O business processes and procedures.
  • Create process models, specifications, diagrams, and charts to provide direction to implementation resources including vendor / partners.

Role Specific Responsibilities

  • Coordinate and perform in-depth testing of solution.  Get feedback from the business on any changes that would impact the business.  Provide on-going post implementation support.
  • Assist with the development and maintenance of the user manuals and guidelines.
  • 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
  • Use knowledge and understanding of the integration between the different IT support tools leveraging ServiceNow as the repository and workflow engine for IT processes
  • 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.
  • Partner with external vendors as needed
  • Perform other activities as assigned


  • Bachelor’s Degree with an emphasis in IS, Business, or related field, or equivalent work experience and training
  • Minimum of 3 years of related experience with IT operations/processes to include analysis, design, documentation, and using industry best practices and standards
  • Experience in several, if not all, of the following ServiceNow, LogicMonitor, Active Directory, DMZ, Network, Hardware, Servers, and Applications.
  • Demonstrated flexibility to adjust to changing IT needs by effectively managing and prioritizing concurrent assignments
  • Proven ability to identify and cultivate relationships with key stakeholders representing Global BTS and at multiple business levels

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.


This role is eligible for a remote work schedule of up to two days remote work per week. New employees are eligible to apply after successfully completing their initial 90 days of employment and training.

Job Segment: Business Analyst, Wastewater, Water Treatment, Testing, Finance, Engineering, Technology