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.