Senior IT Methods & Procedures Analyst

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.