Escalation and Quality Analysts are essential for providing high-level IT support for complex and unique issues that may arise within the business. The role ensures that problems are resolved efficiently and effectively, minimizing any potential disruptions. Additionally, the analyst helps maintain high standards of service quality by continuously monitoring and improving support processes. + Utilize your knowledge and experience to address and resolve intricate IT issues involving multiple departments. + Perform analysis, diagnosis, and resolution of complex problems for end users. + Facilitate various business units within the organization in accomplishing their objectives. + Review all escalations, collaborate with process improvement to eliminate further escalations. + Recommend and implement corrective solutions, including offsite repair for remote users as needed. + Keep abreast of all new Security changes both from Saint-Gobain and Outside vendors. + Ability to establish processes and automate them to track and implement system solutions. + Resolves service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. + Plan, develop, organize, write, and edit operational procedures and manuals + Take the lead on IT projects to deliver new services + Associate's or Bachelor’s degree (technical or business related) or relevant experience in the required field + Professional IT certifications or trainings may be recognized as an alternative to a degree. + 6 years+ applicable work experience with PC and/or IT is required + Familiarity with ServiceNow, Falcon Console Crowdstrike, Zscaler, Azure, Office 365, and Windows + Advanced experience supporting, OKTA, Microsoft 365, Azure, Active Directory, and endpoint management tools like SCCM, Intune + Expertise in both Exchange Online (O365) and on-premises Exchange environments, with a strong focus on advanced PowerShell scripting Support Windows, MAC OS and Linux + VBScript, Power BI and Power Automate preferred + Ability to manage multiple tickets and prioritize work against aggressive timelines -- ensuring that customer requests are attended to promptly while following appropriate procedures + Proven analytical, problem-solving, and organizational skills + Demonstrated experience in creating complex technical documentation + Ability to work 8AM-5PM local working hours (Escalation On-support 24 hours bi-weekly rotation) + Flexibility for occasional travel within North America may be required At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products make the world a more beautiful, safer, and sustainable home (http://bit.ly/purpose-sgna) . Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans. Certain locations require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the national pay range for this position which is $79,500 to $123,500 per year. However, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Saint-Gobain is committed to helping you and your family be well in all aspects of your life. Be Well. Be You brings together inclusive programs and meaningful resources to support all aspects of your physical, emotional, financial, and social well-being. Employees have the flexibility to choose the benefits that best fit their individual needs. + Health and Well-being – Supporting your wellbeing, to thrive in life and work. + Medical, Prescription Drug, Vision, and Dental Insurance + Healthcare Saving Account and Flexible Spending Account options + LiveWell Wellness Program + Employee Assistance Program (EAP) + Paid Time Off and Paid Parental Leave + Retirement and Protection - Helping to make the future life you want a reality. + 401(k) with Company Match, Retirement Accumulation Plan (RAP) Cash Balance Pension Plan + Company-provided Life Insurance, AD&D, Short-Term Disability + Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and + Accident Insurance + Additional Benefits – Helping shape the experience and impact you want + Commuter Benefits + Group Legal + Identity Theft Protection + Auto and Home Insurance + Pet Insurance and Discounts + Back-up Child and Elder Care + PerkSpot Employee Discount Program + Volunteer Day