Senior IT Methods & Procedures Analyst

Sherwin-Williams•Cleveland, OH

5d•Onsite

About The Position

The Senior IT Methods & Procedures (M&P) Analyst is responsible for defining, documenting, training, measuring, and continuously improving IT support processes to ensure consistent, high-quality service delivery. The role serves as a process and performance expert, developing standard operating procedures (SOPs), knowledge articles, training programs, quality scorecards, and operational metrics while partnering closely with Service Desk, support teams, and leadership. It also acts as a change agent, identifying improvement opportunities, driving process adoption, and helping support organizations increase efficiency, consistency, and customer satisfaction. The M&P Analyst is responsible for the operational playbook for support teams, ensuring work is performed consistently, knowledge is maintained, training is effective, quality is measured, and processes continuously improve to deliver better employee support outcomes. This position is part of the Service & Support Operations organization within the Enterprise Technology Group at Sherwin-Williams, and reports to the IT Manager of End User Support & Deployment Operations. The ultimate goal of this team, and this position, is to ensure the effective and timely execution of service and support functions through simplification, process enhancement, and data quality enhancement.

Requirements

Bachelor degree or foreign equivalent in an IT related field or equivalent experience
Must be at least (18) eighteen years of age
Must be legally authorized to work in the country of employment without now or in the future requiring sponsorship for employment visa status (e.g., OPT, CPT, H1B, EB-1, etc.)
5+ years of IT experience.
4+ Experience with technical service delivery concepts and methodologies
5+ years of experience in IT Service Management (ITSM)
Excellent verbal and written communications
Excellent documentation skills
Highly responsive and alert to new learning opportunities, growth and development of technical, interpersonal and business skills.
Motivated and competent to develop objectives and timelines to accomplish goals.
Attentive to detail with focus on multitasking and the application of resources required to achieve goals.
Well organized and able to manage multiple and changing priorities.
Strong analytical and problem-solving abilities.
Ability to conduct research, determine issues, identify solutions and propose business/technical solutions
Excellent customer service orientation.
Strong individual contributor and team player among peers, management, clients and vendors.
Flexibility, able to adapt to change and embrace it.

Responsibilities

Develop and maintain relationships with service delivery partners to identify and collaborate on observed and potential service delivery issues.
Provide reporting as needed on applications and/or exception-based permissions within the environment.
Coordinate service improvement opportunities to ensure delivery towers are informed and prepared for changes and scope, methodologies, processes and procedures.
Coordinate with leadership to plan and deliver proactive client-facing and service partner communications as warranted based on service delivery changes and impacts.
Act as an experienced interface between business units, technology teams and support teams.
Provide technical oversight for multiple project initiatives.
Participate in technology life-cycle projects including technology evaluation, selection, implementation, support and retirement/replacement.
Develop prototypes of system designs, working with Technical Architects and Delivery Teams, to prove viability where necessary.
Analyze, document, and improve workflows, processes, and standards.
Capture and curate operational Knowledge and turn into consumable Knowledge Articles for the Service Desk and the Workforce.
Analyze support trends, recurring incidents, and service requests to identify opportunities for process improvement and operational efficiency.
Develop, maintain, and govern standard operating procedures (SOPs), work instructions, and process documentation to ensure consistent service delivery.
Partner with technical teams, service owners, and business stakeholders to validate documentation accuracy and incorporate process changes into operational knowledge.
Reduce organizational dependency on tribal knowledge by institutionalizing critical processes, operational expertise, and support guidance.
Document and measure KPIs and metrics relevant to assigned areas of focus.
Ensure prompt and regular documentation updates.
Ensure that records for permissions/rights exceptions are kept up-to-date and consistent with group memberships.
Assist with projects as may be required to contribute to efficiency and effectiveness of the work.
Attend business management and IT staff meetings where appropriate.
Attend meetings on behalf of the team.
Make presentations to management, clients, and peer groups as requested.
Train and share knowledge with development teams in cross functional capacities.