Senior Analyst, Global Employee Services Support Hub

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.

CORE RESPONSIBILITIES AND TASKS

Performance Measurement & Analysis

• 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

Data Driven Insights & Operational Recommendations

• 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

Establish Knowledge Base Standards & Best Practices

• 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)

Continuous Improvement

• 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

Governance & Compliance

• 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

POSITION REQUIREMENTS

FORMAL EDUCATION:

Required:

• Bachelor's degree

Preferred:

• Bachelor's degree in Business Analytics, Data Science, or Information Systems

KNOWLEDGE & EXPERIENCE:

Required:

• 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)

Preferred:

• 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

TECHNICAL/SKILL REQUIREMENTS:

Required:

• 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