Sr. Associate, End User Productivity Operational Excellence Coordinator

About the role

The Senior Associate End User Productivity Operational Excellence Coordinator is a member of the End User Productivity (EUP) team. EUP is a global team that manages and delivers client solutions to meet current and future business needs, ensuring value realization in the shortest possible timeframe. EUP oversees Microsoft 365, physical and virtual endpoints, collaboration spaces, end-user enablement, and related services. In this role you will contribute to the ongoing improvement of Information Technology operations within the EUP team. This role will require you to have close collaboration with EUP team members and partnership with Managed Service Providers to drive service excellence. You will also oversee financial coordination for vendor relationships, ensuring accurate and timely invoice management.

Responsibilities

• Support Operational "Pod" team members, with a focus on delivering reliable, efficient, and accountable IT services across the EUP portfolio
• Perform ServiceNow ITSM ticket analysis - review tickets, create dashboards representing meaningful data, drive accountability in ticket ownership, and report trends to management
• Act as a key point of contact for EUP service escalations, coordinating with appropriate teams to facilitate issue resolution
• Create outcomes with a focused approach aimed at improving end user experience
• Ensure effective coordination between vendors and internal finance teams to maintain accurate billing and timely payments
• Drive continuous, measurable improvement in EUP operations processes. Have an eye for automation and integration opportunities.
• Meet with Managed Service Providers on a regular basis to review results, define actions items as needed, ensure objectives are met and drive continual service improvement
• REQUIRED EXPERIENCE YOU'LL BRING
• Bachelor's degree in Information Systems, Computer Science or a related technical discipline. Military experience considered in lieu of education requirement.
• 3 years relevant work experience.
• Experience with a global enterprise-level Infrastructure & Operations service (ex. Sharepoint support, Microsoft Teams support, operating system image management, incident management and escalation).
• Qualified candidates must be legally authorized to work in the United States without the need for current or future sponsorship for full-time employment.
• PREFERRED EXPERIENCES AND SKILLS
• Experience with ticket analysis, investigation and reporting in an ITSM tool (ServiceNow, Cherwell, BMC Helix)
• Demonstrated experience with ITIL processes, particularly in Incident and Problem Management
• Effective communicator, able to engage both technical and non-technical stakeholders
• Strong customer service skills with attention to detail and a sense of urgency
• Strong analytical and problem‑solving skills, with proficiency in data analysis and reporting to drive informed decisions
• Experience in vendor and financial management at a corporate scale
• JOB REQUIREMENTS
• Full time onsite in Racine, WI
• Remote work available once a week after 90-day onboarding period
• This role is not eligible for relocation
• BENEFITS AND PERKS
• Inclusion & Diversity
• We're committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at https://jobs.scjohnson.com/inclusion .
• Better Together
• At SC Johnson, we strive to create a positive, inclusive and unique workplace. We strongly believe SCJ people are able to achieve their best when they can collaborate and work together in person.
• Equal Opportu

Benefits

Additional Information

SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers - such as Raid®, Glade®, Ziploc® and more, in virtually every country around the world. Together, we are creating a better future - for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.

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