Sherwin-Williams

Senior IT Methods & Procedures Analyst

Sherwin-Williams • $88K — $105K *
Cleveland, OH 44130In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in IT or equivalent experience
  • 5+ years IT experience
  • 4+ years experience with technical service delivery concepts
  • 5+ years IT Service Management (ITSM) experience
  • Strong documentation and communication skills

Responsibilities

  • Develop and maintain relationships with service delivery partners
  • Provide reports on applications and permissions
  • Coordinate service improvement opportunities
  • Plan and deliver client communications about service changes
  • Analyze and document workflows and processes
  • Capture and curate operational knowledge into articles
  • Measure and document KPIs and metrics

Benefits

  • Opportunities for professional growth and development
  • Access to training programs
  • Collaborative work environment
  • Engagement with multiple business units and stakeholders
  • Opportunity to influence service improvement and operational efficiency
Full Job Description
Job Description

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.

Responsibilities

Essential Functions

Strategy & Planning

  • 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.


Acquisition and Deployment

  • 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.


Operational Management

  • 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.


Incidental Functions

  • 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.


This position is not hybrid/remote and will be located at our Cleveland Headquarters office.

This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa.

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.

Must be eighteen years or older

Qualifications

Required Qualifications:
  • 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)

    Personal Attributes
    • 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.

    Physical Activities/Capabilities/Work Environment
    • Sit for extended periods of time; walk and stand occasionally.

    • Dexterity of hands and fingers to constantly operate a computer keyboard, mouse, and to handle other computer components.

    • Lift and transport moderately heavy objects, such as computers, devices, and peripherals occasionally.

    • Work environment involves everyday risk or discomforts requiring normal safety precautions typical of such places as offices, meeting and training rooms, i.e., use of safe work practices with office equipment, avoidance of trips and falls, and observance of fire regulations.

    • Work area is adequately lit, heated and ventilated.

    • Minor travel may be required (domestic and international).

    • Work hours outside the standard office 7.5 hour work day may be required.


About Sherwin-Williams

The Sherwin-Williams Company engages in the development, manufacture, distribution, and sale of paints, coatings, and related products to professional, industrial, commercial, and retail customers in North and South America, Europe, and Asia. It operates in three segments: Paint Stores, Consumer, and Global. The Paint Stores segment sells paint, coatings, and related products to end-use customers. This segment markets and sells Sherwin-Williams branded architectural paints and coatings, industrial and marine products, and original equipment manufacturer product finishes and related items.

Sherwin-Williams Careers

Join the vibrant team at Sherwin-Williams, a leader in the paint and coatings industry, and contribute to a legacy of innovation and leadership. As a company committed to growth and excellence, Sherwin-Williams offers unparalleled job opportunities for professionals eager to advance their careers in a dynamic and supportive environment. Work You’ll Do At Sherwin-Williams, we empower our team to bring their creativity and expertise to various roles, driving transformative results across the business landscape. Our commitment to professional growth and diversity training ensures that every team member can thrive. Lead in a Culture of Innovation Sherwin-Williams stands at the forefront of the coatings industry, blending tradition with advanced technology. Our culture is built on a foundation of innovation, leadership, and a relentless pursuit of excellence. Join us and lead the way in developing new solutions that impact markets globally. Engage with a Global Team Collaborate with over 60,000 dedicated professionals worldwide who are as passionate about materials science as they are about creating beautiful and durable finishes. At Sherwin-Williams, you’ll work alongside industry experts and leaders who are pioneering new paths in the coatings sector. Sherwin-Williams Careers and Employment Opportunities We are continuously expanding our team and looking for talented individuals who are ready to paint the world with us. From research and development to marketing and sales, the career paths at Sherwin-Williams are as diverse as our product lines. Do Innovative Work Engage in projects that challenge the status quo and contribute to sustainability and efficiency in the industry. Our team at Sherwin-Williams harnesses the power of cutting-edge technology and collective expertise to lead the market in innovation and quality. Be Part of a Great Team Sherwin-Williams is not just a workplace. It is a community where you can build lasting relationships through professional networking and collaborative team efforts. Our inclusive environment supports diversity and is designed to help you reach your full potential. Future-Proof Your Career With a wide array of benefits, continuous training programs, and a focus on internal growth and promotions, Sherwin-Williams is committed to helping you shape a long and successful career. Whether you are looking for a full-time position, an internship, or leadership roles, the opportunities are vast. Explore Job Opportunities and Internships Start your professional journey with Sherwin-Williams by exploring various employment and internship opportunities that match your skills and interests. We are hiring creative, curious, and motivated individuals ready to make a significant impact. Stay Connected Join Our Team Search open positions, submit your resume, and prepare for your interview with us. At Sherwin-Williams, we look for individuals who are solution-driven and ready to contribute to our culture of innovation and excellence. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Sherwin-Williams. Join Sherwin-Williams today and be part of a company that values innovation, leadership, and a diverse and inclusive workplace. Your future starts here!
Learn more about Sherwin-Williams
Size
61,626 employees
Market Cap
$61.6 billion
Industry
Food & Beverages
Net Income
$2 billion
Founded
1866
5 Year Trend
+11%
Revenue
$18.3 billion
NASDAQ
SHW
* Ladders Estimates

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