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IT Service Management Analyst Senior


Cleveland, OH

Employer:  Sherwin-Williams
Category:  Information Technology
Job Type:  Full Time


The Senior Technical Analyst role is responsible for providing support for software-as-a-service (SaaS) and enterprise-wide applications necessary for the collection, retrieval, accessibility and usage of data for internal department planning and activities. The incumbent will work closely across technical teams to ensure software systems are running efficiently with minimal downtime. The incumbent will provide configuration, set up, and updating of the applications, ensuring that data is entered into established tables, fields, and system databases with the highest level of accuracy. The incumbent should be experienced in developing custom queries and building reports utilizing query and flexible reporting tools to facilitate business management decisions. The role will provide recommendations to management concerning changes in applications development, maintenance and system standards to optimize performance and mitigate potential risk with the ability to analyze various metrics to monitor performance and provide insights to management. They are responsible for training users on the applications and setting up user access. They will liaise with cross-functional teams and client stakeholders to provide sufficient support for the enterprise-wide applications.


  • Provide support for software-as-a-service (SaaS) and enterprise-wide applications by developing and identifying design considerations and business impacts needed for configuration
  • Ensure accessibility of data for internal department planning and activities
  • Perform advanced configuration, setup, and updating of applications
  • Load data into established tables, fields, and system databases
  • Define governance standards and processes for data input, structures, and storage mechanisms
  • Build and produce reports that facilitate business management and staff decisions
  • Set up user access and train users on the applications
  • Recommend changes in applications development, maintenance, and system standards
  • Collaborate with cross-functional technical teams within the organization, to ensure the integration and interoperability of enterprise-wide systems
  • Liaise with client stakeholders and external vendors to provide necessary support for enterprise-wide applications


  • Required
    • Bachelor's degree in Computer Science or Information Technology, or in lieu of a degree, at least 7 years of experience in enterprise-wide software support (work experience or a combination of education and work experience in the field of enterprise-wide software support)
  • Preferred
    • Certifications in ITIL, Microsoft, and/or Oracle

Knowledge & Experience
  • 4-6 years of experience in enterprise-wide software support with in-depth knowledge of software development methodologies
  • In-depth knowledge of enterprise-wide applications and software platforms
  • Experience with software-as-a-service (SaaS) and enterprise-wide systems
  • Experience in configuring and setting up various enterprise-wide applications
  • Experience applying security designs and principles to technology-based business solutions
  • Experience in database management and maintenance
  • Ability to develop custom queries using query and reporting tools
  • Knowledge of data management best practices and quality control processes
  • Excellent analytical and problem-solving skills
  • Excellent communication and interpersonal skills and experience collaborating with cross-functional teams and external vendors

Technical Skills
  • System Configuration
  • Software Development Lifecyle (SDLC) Methodology
  • Cloud Technologies & Platforms
  • Data Analysis
  • Data Modeling
  • Data Warehousing & ETL Processes
  • Reporting Tools
  • Systems Security & Access Control

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

This position is eligible to work remotely if not located in Cleveland.

About us

Here, we believe there's not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there's a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans. We'll give you the space to share your strengths and we want you show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show!

At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute-it matters to us. A general description of benefits offered can be found at http://www.myswbenefits.com/ . Click on "Candidates" to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee.

Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.

The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.

As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.
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