Service Experience Analyst

Sitecore; United States; Remote; USD 58,000 - 78,000; Full time

Job summary

Sitecore is seeking a Service Experience Analyst to be the first point of contact for colleagues needing technical support across our global organization. You will diagnose and resolve day-to-day technology issues, manage requests through ServiceNow, and deliver a responsive, user-focused support experience across Windows, macOS, mobile devices, and Microsoft 365.

You will work with L2, L3, and external partners, participate in rotating shift schedules to cover global time zones, and help keep

Qualifications

• Bachelor’s degree in IT or CS required.
• At least 2 years of L1 service desk experience.
• Experience supporting Windows, macOS, and mobile devices.
• Strong troubleshooting across hardware, software, networks, OS, and cloud services.
• Proficient with Microsoft 365, Exchange, Teams, SharePoint and permissions.
• Experience with ITSM ticketing and documentation.
• Excellent communication and customer-service orientation.

Responsibilities

• Provide global L1 remote IT support for Windows, macOS, Android and iOS.
• Troubleshoot hardware, software, network, cloud, and OS issues.
• Manage ServiceNow tickets, incidents, problems, and KB articles.
• Support Microsoft 365 apps (Outlook, Word, Excel, Teams, SharePoint).
• Administer Exchange, Teams, SharePoint including mailboxes, channels, sites, permissions.
• Handle password resets and access requests; escalate when needed.

Skills

L1 Service Desk

Windows & macOS

Mobile devices support

Troubleshooting

Microsoft 365

Exchange/Teams/SharePoint

ITSM (ServiceNow)

Communication & customer focus

Education

Bachelor’s degree in information technology or computer science

Tools

ServiceNow

Job description

About Us:

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences.

Learn more at Sitecore.com

About the Role/ The Opportunity:

As a Service Experience Analyst, you will be the first point of contact for colleagues seeking technical support across our global organisation. You will diagnose and resolve day-to-day technology issues, manage requests through ServiceNow, and deliver a responsive, user-focused support experience across devices, Microsoft 365, and collaboration platforms. Working closely with L2, L3, and external partners, you will help keep employees productive and connected.

This role requires participation in a rotating shift schedule to support colleagues across global time zones.

What You’ll Do:

• Provide global L1 remote technical support for users across Windows laptops, MacBooks, and Android and iOS devices.
• Troubleshoot and resolve hardware, software, network, cloud service, and operating system issues.
• Manage ServiceNow requests, incidents, problems, and knowledge articles, ensuring tickets are updated, followed up, and resolved promptly.
• Support Microsoft 365 applications, including Outlook, Word, Excel, Teams, SharePoint, and related user requests.
• Perform Exchange, Teams, and SharePoint administration, including mailbox and group creation, mail tracing, channels, sites, libraries, and permissions.
• Handle password resets, account unlocks, and access requests in line with Service Desk procedures, escalating complex issues to L2, L3, or third-party vendors.

What You Need to Succeed:

• Bachelor’s degree in information technology or computer science.
• Typically required 2 years hands-on L1 Service Desk experience supporting Windows, macOS, mobile devices, and common workplace technology.
• Strong troubleshooting skills across hardware, software, networks, operating systems, and cloud-based services.
• Working knowledge of Microsoft 365, Exchange, Teams, SharePoint, user access, permissions, and account administration.
• Experience using ServiceNow or a similar ITSM platform, with disciplined ticket ownership, documentation, prioritisation, and follow-through.
• Clear communication, customer focus, and the judgement to resolve issues independently or elevate them promptly to the appropriate support team.

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.