Stanley Black and Decker Operations Analyst in Troy, Michigan

Job Description

About the Company Since 1843, we’ve set the standard for excellence in everything we do. No company on earth has a stronger or more compelling history of delivering the hardworking, innovative, powerful tools that help professionals around the world build, repair, and protect the world’s most valuable things.

We are the leader in tools and security. We are Stanley Tools. We are DEWALT. We are Mac Tools. We are Porter-Cable. And we are much more. We are the doors that protect you at airports. We are the lock and deadbolt on your front door. We are the hydraulic breakers that rescue trapped earthquake survivors. We are the people on the phone in an emergency.

No matter where you live, what car you drive, what stores you shop at, or what building you work in, you can bet that we had a hand in making it work. And you can guarantee that we’ll keep making it work.

Position Summary Responsible for service support and service delivery disciplines for Stanley Black & Decker’s technology infrastructure. Focusing on users of IT services, ensures that everyone has access to the appropriate services to support business functions. Focusing on businesses as IT’s customer, concentrates on proactive services IT must deliver to provide adequate support to business users. Responsible for IT Operations process management, including one or more of the following: analysis, development, documentation, monitoring and execution of IT policies and procedures.

Principal Accountabilities

  • Responsible for governance and/or ownership of IT service management processes.

  • Responsible for execution of core IT service management processes such as incident management, change management, problem management, service level management, and configuration management.

  • Responsible for communication and notification to IT support groups and management of status of high severity issues and complex changes.

  • Communicates with all stakeholders (customers, delivery teams, end users, etc.) to address system issues.

  • Executes critical event management (severity level 1 and 2), and/or change management processes.

  • Plans and conducts cross-functional root cause analysis studies for high severity problems and failed changes.

  • Provides single point of focus for all IT services clients to request services and report problems.

  • Disseminates information to the organization regarding planned outages and/or implementation of changes impacting production services.

Required Skills & Experience Knowledge:

  • Understands and applies principles, concepts, theories, and standards of professional field.

  • Develops and applies specialized knowledge within own discipline.

  • Deepens knowledge through exposure to new assignments and continuous learning.

  • Knowledge of related industry considerations.

  • Good working knowledge and demonstrated ability developing process and procedures to accomplish job.

  • Builds deeper understanding of processes, procedures, customers and organization.

  • Assists program or process development and implementation.

  • Coordinates activities and processes.

  • Reliably applies customer service principles to improve satisfaction.

Problem Solving:

  • Applies research, information gathering and analytical and interpretation skills to problems of diverse scope.

  • Develops solutions to a variety of problems of moderate complexity.

  • Screens, categorizes, evaluates, reconciles, reports and resolves data integrity issues. Interprets generally defined practices and methods.

  • Recognizes and acts on inconsistencies in data or results and escalates unusual problems. Identifies issues beyond stated situation.

  • Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions.

  • Regularly exercises discretion and independent judgment on business matters.

  • Involved with local or business specific engagement initiatives in support of broader programs.


  • Works under general direction.

  • Work is guided by objectives of the area or assignment.

  • Refers to established policies and precedents as needed.

  • Applies discretion and independent judgment to identify when deviation from standard practice is required without prior approval.

  • May set project timeframes and priorities based on project objectives and ongoing assignments.

  • Assumes responsibility to improve service, efficiency and quality of work.

  • When assigned to a customer team, actively participates on small to medium sized project teams in support of customer deliverables.


  • Contributes to area by ensuring quality of output.

  • Contributes to the completion of milestones associated with specific projects or activities within own area.

  • Establishes working relationships with others outside area of expertise.

  • Applies knowledge and understanding of customer needs and other internal/external contacts.

  • Conveys information in a concise and professional manner.

  • Asks effective questions and solicits feedback to understand needs.

  • Anticipates future needs based on past transactions.

Experience: 4-6 years of relevant experience or equivalent combination of education and work experience

Additional Skills:

  • Consistently applies fundamental knowledge of service management, operations and support.

  • Intermediate knowledge of technology system architectures and various technology disciplines.

  • Proven ability to effectively troubleshoot program errors.

  • General understanding of how technology supports the business and an ability to associate business impact with service disruption.

  • Excellent awareness of technology services available from IT for business consumption.


  • Undergraduate degree in Computer Sciences or a related field and 4-6 years relevant experience , or

  • Graduate degree and 2-4 years of relevant experience.

Requisition Number: 43861BR

Title: Operations Analyst

Business: US - Global IT

State / Country / Province: Michigan

City: Troy

No. of Positions: 1

EEO Statement: All qualified applicants to Stanley Black & Decker will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, veteran's status, age, disability or any other characteristic protected by law