SBS Global Employee Services Support Hub Team Lead Analyst

The Global Sherwin Business Services (SBS) Employee Services (ES) Support Hub Lead Analyst provides advanced Tier 0 and Tier 1 support for HR Administration, Time & Attendance, and Payroll inquiries for employees across NOAM, EMEAI, and APAC. This role acts as a lead within the analyst team, supporting quality assurance, knowledge sharing, and escalations of more complex cases.

The Lead Analyst partners closely with the Support Hub Supervisor and Customer Success Director to monitor service quality, coach junior analysts, and maintain Service Level Agreement (SLA) and knowledge base standards. This position demonstrates strong technical and problem‑solving capabilities within systems such as Dayforce, UKG, Oracle HCM, and ServiceNow. The Lead Analyst serves as a subject matter resource, helping stabilize new processes, support testing efforts, and elevate the overall employee experience through efficient case resolution and continuous improvement.

1. Employee Support, Case Management & Issue Resolution

   • Serve as an advanced case resolver for complex Tier 1 inquiries that require deeper understanding of HR, Time & Attendance, and Payroll processes

   • Perform detailed triage, root-cause investigation, and escalation to Tier 2 COEs when needed, ensuring clear documentation and context-rich case notes

   • Support multi‑channel service intake (portal, chat, phone, email) while maintaining SLA, CSAT, accuracy, and quality expectations

2. Team Leadership & Quality Assurance

   • Act as a working lead for a team of 10+ analysts, answering questions, reviewing case quality, and supporting the development of others’ problem‑solving capabilities

   • Assist the Supervisor with monitoring case backlogs, trends, and common issues that require coaching or process adjustments

   • Provide informal guidance, mentoring, and on-the-job training to new or less-experienced analysts

3. Knowledge Management & Continuous Improvement

   • Contribute to the creation, maintenance, and improvement of knowledge base articles and employee-facing self-service content

   • Identify recurring issues or gaps and recommend process improvements or knowledge updates to reduce repeat contacts and improve first-contact resolution

   • Support new process implementation and stabilization activities within the Employee Services ecosystem

4. Global Process Support & Collaboration

   • Ensure consistent application of processes and service standards across regions while adapting to localized requirements

   • Collaborate with global peers, HR partners, and SBS ES COEs to resolve cross-functional issues and improve end-to-end workflows

5. Risk Management & Compliance

   • Maintain adherence to data privacy, security, and audit standards across all supported regions

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

1. FORMAL EDUCATION: Required:

   1. Bachelor’s degree in Human Resources, Business Administration, Information Systems, or related field.

2. KNOWLEDGE & EXPERIENCE:

   Required:
   1. 4+ years relevant in Employee Services, HR Operations, Customer Support, and/or IT/HRIT systems support

   2. Strong written and verbal English communication

   3. Experience using case management tools such as ServiceNow, Zendesk, JIRA, etc.

   Preferred:

   1. Prefer 4+ years relevant in Employee Services, HR Operations, Customer Support, and/or IT/HRIT systems support

   2. Experience working with UKG, Dayforce, and/or HR Systems (Oracle HCM, Workday, SuccessFactors, etc.) handling operations, troubleshooting, and/or implementation

   3. Working understanding of H2R processes, including Time to Pay, Workforce Management and HR Administration

   4. Strong customer service orientation and empathy

   5. Proven ability to analyze, troubleshoot, and resolve issues in high-volume, time-sensitive environments

   6. Strong organization, prioritization, and follow-through

   7. Experience supporting a global workforce or working across time zones

   8. Ability to teach and coach others; experience facilitating training and workshops

   9. Demonstrated ability to influence cross-functionally with and without direct authority

   10. Curiosity and initiative to learn new systems and processes quickly; embraces change
   
   3.TECHNICAL/SKILL REQUIREMENTS:

   1. Required:

      1. Proficiency with Microsoft Office products

      2. Ability to analyze data, identify trends and communicate insights