View More Jobs Senior IT Methods & Procedures Analyst Cleveland, OH, United States 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 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 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable. Sherwin-Williams is proud to be an Equal Employment Opportunity employer. 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. Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process. Apply Now Job Info Job Identification 2624903 Job Category IT Posting Date 09/28/2026, 08:11 PM Apply Before 10/17/2026, 06:00 AM Locations USA OH Cleveland Global Headquarters Employment Category Full-time regular Relocation Package No Salary Frequency Bi-weekly Minimum Salary $108,531.02 Maximum Salary $140,086.17 Legend Jobs at a location Group of locations © Oracle Corporation Terms Legal Notices Use control and scroll to zoom the map Use two fingers to move the map USA OH Cleveland Global Headquarters Copy to Clipboard Similar Jobs IT - Senior Business Analyst Cleveland, OH, United States Posted on 09/25/2026 Trending Senior Quality Assurance Analyst Cleveland, OH, United States Posted on 09/04/2026 Trending Senior User Enablement Analyst Cleveland, OH, United States Posted on 09/25/2026 Senior Analyst, Global Management Reporting Cleveland, OH, United States Posted on 09/28/2026 The Global Management Reporting Senior Analyst supports Executive Management, Business Unit Leadership and Enterprise Finance to run the organization, make business decisions, and monitor progress. 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