Sherwin-Williams · 3 hours ago
Senior Analyst, Global Employee Services Support Hub
Cleveland, OH
Full-time
Onsite
Mid, Senior Level
$82K/yr - $104K/yr
3+ years expSherwin-Williams is a company dedicated to inspiring and improving the world through its innovative paints and coatings. The Global Employee Services Support Hub Senior Analyst will analyze operational and performance data to provide actionable insights and recommendations for leadership, focusing on enhancing customer experience and operational efficiency. This role also involves collaborating with service delivery teams to maintain knowledge bases and support the adoption of generative AI capabilities.
ChemicalManufacturingSales
Responsibilities
Analyze data from dashboards and reports produced by ServiceNow, analytics teams, and reporting tools to interpret: Operational Efficiency KPIs, including Ticket Volume & Backlog, multi-channel volume (portal, chat, phone, email), First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution Rate (FCRR) and Reopened Tickets
Customer Satisfaction KPIs such as Customer Satisfaction Scores (CSATs), Net Promoter Scores (NPS), and Customer Effort Scores (CES)
Agent Performance KPIs including tickets resolved per agent, utilization rates, and escalation rates
Quality & Compliance KPIs are measured accurately (SLA compliance, knowledge base usage, and audit scores)
Translate data into insights that identify performance gaps, root causes, and opportunities for service enhancement across all regions
Prepare and deliver recurring and ad-hoc insight reports, summarizing trends and recommended actions for leadership and regional partners
Interpret KPI trends to identify patterns, root causes, and improvement opportunities
Present findings in clear, compelling formats that help leaders make informed business decisions
Recommend actions that drive improvements in resource planning, employee experience, case resolution efficiency, and agent productivity
Partner with HR, Payroll, Workforce Management, and regional Service Delivery Teams to: Design and structure Knowledge Bases within ServiceNow in a user-centered, intuitive manner
Ensure consistent categorization, tagging, and article formatting across regions
Support foundational design principles that will enable the future adoption of generative AI capabilities within ServiceNow
Maintain documentation related to knowledge base standards, governance, and regional alignment (KPI definitions, calculation methods, and publishing standards)
Support standardization and harmonization of measurement methodologies, procedures and KPI interpretation across NOAM, APAC, EMEAI, and LATAM
Identify systemic issues and recommend process improvements across regions
Ensure analysis and reporting practices comply with data privacy, audit, and quality guidelines
Maintain accuracy and completeness of performance documentation for leadership review and audit activities
Qualification
Required
Bachelor's degree
3+ years' experience in data analytics and/or operational performance measurement within Shared Services or IT Service Desk environments
Strong experience analyzing performance datasets and translating insights into recommendations
Familiarity with case management systems such as ServiceNow
Experience working with KPI frameworks
Strong presentation skills and the ability to articulate complex data clearly
Strong proficiency in KPI design and measurement for service operations
Advanced Excel and data visualization skills (Power BI, Tableau, or similar)
Experience with case management systems (ServiceNow preferred)
Strong proficiency in analyzing data through dashboards and structured reports
Proficiency in Microsoft Excel and visualization tools (Power BI, Tableau) for interpretation—not development
Strong skills in synthesizing trends, preparing insight summaries, and presenting findings
Ability to collaborate with cross-functional teams and work across multiple time zones
Preferred
Bachelor's degree in Business Analytics, Data Science, or Information Systems
Familiarity with global services support models or multi-region support environments
Experience with HR systems such as Dayforce, UKG, Oracle HCM, or similar
Exposure to knowledge base design or content governance
Benefits
Life … with rewards, benefits and the flexibility to enhance your health and well-being
Career … with opportunities to learn, develop new skills and grow your contribution
Connection … with an inclusive team and commitment to our own and broader communities
A wide range of world-class benefits designed for you
From retirement to health care, from total well-being to your daily commute—it matters to us.
Company
Sherwin-Williams
Sherwin-Williams Company engages in the development, manufacture, distribution, and sale of paints, coatings, and related products.
10001+ employees
H1B Sponsorship
Sherwin-Williams has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (86)
2024 (84)
2023 (69)
2022 (76)
2021 (72)
2020 (78)
Funding
Current Stage
Public CompanyTotal Funding
unknown1964-02-11IPO
Leadership Team
Heidi Petz
Chief Executive Officer
Recent News
2026-01-22
The Motley Fool
2025-12-21
2025-12-05
Company data provided by crunchbase