Business Analyst Ii

Description:

In the day-to-day operations, you will be a part of the Agile & PPM Tools Kanban team and will support our internal customers which include users from across the S&P Global Enterprise at all levels from senior leadership to individual users. Another important aspect would be to participate in/lead strategic Projects to enhance our Support operations. You will also facilitate communication between our users and our Business and Kanban team members who manage and deliver solutions on these platforms. With your acute investigation, troubleshooting and communication skills, you will be championing support best practices and improving our user’s experience. Some of your areas of ownership will include:

Agile & PPM Tools Engineering Team (Kanban Team)

• Provide the team with ideas to continually improve not just our support processes but the solutions we deliver within our own Agile practices which add value to our customers. Participate in/lead strategic Projects to enhance our Support operation
• Liaison with end customer to Support and advance tools adoption.
• Assist the support team and Agile team with a focus on business needs and real value
• Share knowledge with peers and foster a cohesive self-organized team environment
• Provide feedback to help the Business and Development teams to create high-value products
• Facilitate and embrace change that increases the productivity of both the Support and Kanban teams
• Escalates and tracks issues with appropriate levels within the team
• Assisting with internal and external communication, improving transparency, and streamlining information
• Build a deep understanding of the solutions delivered on both platforms to understand utility from our users/customers perspective
• Keep up to date on support and customer experience best practices and suggest or implement improvements in processes or tools