SBS Global Employee Services Support Hub Analyst

Analyst

The Analyst is responsible for documenting, investigating, and resolving common employee issues within established Service Level Agreements (SLAs). This role requires strong customer service skills, attention to detail, and the ability to follow defined procedures within HR systems such as Dayforce, UKG, Oracle HCM, and case management platforms such as ServiceNow. SBS ES Analysts contribute to knowledge-base improvements, identify recurring issues, and support the overall efficiency of the SBS ES Support Hub.

Responsibilities

Employee Support, Case Management & Issue Resolution

• Serve as the initial point of contact for Tier 0 and Tier 1 inquiries related to HR, Time & Attendance, Payroll, and general employee services
• Accurately triage questions and resolve issues using established knowledge articles, standard operating procedures, and case-handling workflows
• Maintain required SLAs for response time, resolution time, quality, and customer satisfaction
• Document all cases clearly and thoroughly to support continuity, audits, and escalations

Process Execution & Issue Handling

1. Follow defined processes for data entry, employee changes, time corrections, and other administrative tasks as required
2. Identify when issues require escalation and route them appropriately to Senior Analyst and/or Tier 2 COEs with complete and clear documentation
3. Support multi-channel case intake including portal submission, chat, phone, and/or email

Knowledge Base & Self-Service Support

1. Provide feedback on knowledge articles, templates, and SOPs to ensure content accuracy and usability
2. Identify gaps in knowledge resources and recommend improvements to reduce repeat contacts

Collaboration & Team Effectiveness

1. Work collaboratively with SBS ES Support Hub peers, the Senior Analyst, and the Supervisor to ensure consistent service delivery across regions
2. Participate in team meetings, calibration sessions, and training opportunities
3. Share issues, trends, and observations that may require escalation or continuous improvement

Compliance & Data Integrity

1. Follow established standards for data privacy, security, and audit standards across all supported regions

Maintain accurate case documentation and proper handling of sensitive HR/payroll data

Qualifications

Formal Education:

1. Required: Bachelor's Degree in Human Resources, Business Administration, Information Systems, or related field.

Knowledge & Experience:

• Required: 1+ years relevant in Employee Services, HR Operations, Customer Support, and/or IT/HRIT systems support
• Strong written and verbal English communication
• Ability to follow structured procedures and handle high-volume inquiries
• Strong attention to detail and accuracy

Preferred:

• Experience using case management tools such as ServiceNow, Zendesk, JIRA, etc.
• Experience working with UKG, Dayforce, and/or HR Systems (Oracle HCM, Workday, SuccessFactors, etc.) handling operations, troubleshooting, and/or implementation
• Strong customer service orientation and empathy
• Strong organization, prioritization, and follow-through
• Exposure to global support environments or shared services operations
• Curiosity and initiative to learn new systems and processes quickly; embraces change

Technical/Skill Requirements:

• Required: Proficiency with Microsoft Office products
• Ability to learn new systems quickly and follow step-by-step procedures

Preferred:

• Experience in ticketing/case management systems
• Basic understanding of HR, timekeeping, or payroll processes

About Us

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in:

Life … with rewards, benefits and the flexibility to enhance your health and well-being

Career … with opportunities to learn, develop new skills and grow your contribution

Connection … with an inclusive team and commitment to our own and broader communities

It's all here for you... let's Create Your Possible