The Global Sherwin Business Services (SBS) Employee Services (ES) Support Hub Senior Analyst is responsible for analyzing operational, customer experience, agent performance and quality data produced from ServiceNow and other related reporting tools across all regions (NOAM, APAC, EMEAI, LATAM) for the Global Time to Pay, Workforce Management and HR Shared Services teams. With high visibility to leadership, this role will perform deep analysis of the data, translating insights into actionable recommendations for leadership.

The Senior Analyst will play a critical role in understanding trends, identifying improvement opportunities, and supporting operational excellence across global Tier 0 and Tier 1 support activities. This role also partners closely with service delivery teams to structure and maintain knowledge bases within ServiceNow, ensuring a consistent user experience and laying the foundation for generative AI capabilities within the platform.

This role is not hybrid/remote and will report to our Hinckley Parkway location in Cleveland, OH. 

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.