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Sitecore is seeking a Service Experience Analyst to serve as the first point of contact for technical support across the global organization. In this role, you will diagnose and resolve day-to-day technology issues, manage requests through ServiceNow, and deliver responsive, user-focused support across devices, Microsoft 365, and collaboration platforms. You will work closely with L2, L3, and external partners to keep employees productive and connected, with participation in a rotating shift schedule to support colleagues across global time zones.
Key Responsibilities:
- Provide global L1 remote technical support for users across Windows laptops, MacBooks, and Android and iOS devices
- Troubleshoot and resolve hardware, software, network, cloud service, and operating system issues
- Manage ServiceNow requests, incidents, problems, and knowledge articles, ensuring tickets are updated, followed up, and resolved promptly
- Support Microsoft 365 applications, including Outlook, Word, Excel, Teams, SharePoint, and related user requests
- Perform Exchange, Teams, and SharePoint administration, including mailbox and group creation, mail tracing, channels, sites, libraries, and permissions
- Handle password resets, account unlocks, and access requests in line with Service Desk procedures, escalating complex issues to L2, L3, or third-party vendors
About Sitecore:
Sitecore is the leading provider of agentic digital experience software, bringing together content, commerce, and data into one composable platform. Trusted by global leaders such as American Express, Porsche, Starbucks, and L'Oréal, Sitecore helps brands deliver millions of meaningful, adaptive experiences every day. The company operates across 25+ countries with a diverse, collaborative team guided by values of empathy, accountability, clarity, and growth.
Requirements:
- Bachelor's degree in information technology or computer science
- Typically 2+ years hands-on L1 Service Desk experience supporting Windows, macOS, mobile devices, and common workplace technology
- Strong troubleshooting skills across hardware, software, networks, operating systems, and cloud-based services
- Working knowledge of Microsoft 365, Exchange, Teams, SharePoint, user access, permissions, and account administration
- Experience using ServiceNow or similar ITSM platform, with disciplined ticket ownership, documentation, prioritization, and follow-through
- Clear communication, customer focus, and judgment to resolve issues independently or escalate appropriately
