Senior IT Process & SOP Analyst — Drive Service Excellence

The Sherwin-Williams Company; Cleveland (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

The Senior IT Methods & Procedures (M&P) Analyst at The Sherwin-Williams Company is responsible for defining, documenting, training, measuring, and continuously improving IT support processes to ensure consistent, high-quality service delivery.

You will develop SOPs, knowledge articles, training programs, quality scorecards, and operational metrics while partnering with Service Desk, support teams, and leadership.

Qualifications

• Bachelor degree or foreign equivalent in an IT related field or equivalent experience.
• Minimum 5+ years of IT experience.
• 5+ years of experience in IT Service Management (ITSM).
• 4+ Experience with technical service delivery concepts and methodologies.

Responsibilities

• Develop and maintain SOPs, knowledge articles, training programs, quality scorecards, and operational metrics.
• Partner with Service Desk, support teams, and leadership to improve service delivery.
• Capture, measure, and report KPIs for assigned areas of focus.

Skills

IT experience

ITSM

Technical service delivery

Education

Bachelor degree or foreign equivalent in an IT related field

Job description

The Senior IT Methods & Procedures (M&P) Analyst at The Sherwin-Williams Company is responsible for defining, documenting, training, measuring, and continuously improving IT support processes to ensure consistent, high-quality service delivery.

You will develop SOPs, knowledge articles, training programs, quality scorecards, and operational metrics while partnering with Service Desk, support teams, and leadership.