Sr. Associate, EUP Operational Excellence Coordinator

SC Johnson•Racine, WI

2d•Hybrid

About The Position

The Senior Associate End User Productivity Operational Excellence Coordinator is a member of the End User Productivity (EUP) team. EUP is a global team that manages and delivers client solutions to meet current and future business needs, ensuring value realization in the shortest possible timeframe. EUP oversees Microsoft 365, physical and virtual endpoints, collaboration spaces, end-user enablement, and related services. In this role you will contribute to the ongoing improvement of Information Technology operations within the EUP team. This role will require you to have close collaboration with EUP team members and partnership with Managed Service Providers to drive service excellence. You will also oversee financial coordination for vendor relationships, ensuring accurate and timely invoice management.

Requirements

Bachelor’s degree in Information Systems, Computer Science or a related technical discipline. Military experience considered in lieu of education requirement.
3 years relevant work experience.
Experience with a global enterprise-level Infrastructure & Operations service (ex. Sharepoint support, teams,operating system image management, incident management and escalation).
Qualified candidates must be legally authorized to work in the United States without the need for current or future sponsorship for full-time employment.

Nice To Haves

Experience with ticket analysis, investigation and reporting in an ITSM tool (ServiceNow, Cherwell, BMC Helix)
Demonstrated experience with ITIL processes, particularly in Incident and Problem Management
Effective communicator, able to engage both technical and non-technical stakeholders
Strong customer service skills with attention to detail and a sense of urgency
Strong analytical and problem‑solving skills, with proficiency in data analysis and reporting to drive informed decisions
Experience in vendor and financial management at a corporate scale

Responsibilities

Support Operational "Pod" team members, with a focus on delivering reliable, efficient, and accountable IT services across the EUP portfolio
Perform ServiceNow ITSM ticket analysis – review tickets, create dashboards representing meaningful data, drive accountability in ticket ownership, and report trends to management
Act as a key point of contact for EUP service escalations, coordinating with appropriate teams to facilitate issue resolution
Create outcomes with a focused approach aimed at improving end user experience
Ensure effective coordination between vendors and internal finance teams to maintain accurate billing and timely payments
Drive continuous, measurable improvement in EUP operations processes. Have an eye for automation and integration opportunities.
Meet with Managed Service Providers on a regular basis to review results, define actions items as needed, ensure objectives are met and drive continual service improvement