Field Support Associate

Description:

The Team: Our team supports the Commercial organization utilizing commercial CRM systems and tools within S&P Global Commodity Insights in attracting new clients, and retention of existing customers. We work to drive operational efficiency for all business stakeholders by working within the agile framework to prioritize, plan and oversee the delivery of strategic initiatives on commercial systems – Salesforce, Marketo, etc.. This team works with employees around the globe and at all levels in the business, providing a unique opportunity to get exposure to all areas of the business. We are a growing team with many senior associates that can provide on-the-job training and mentoring on a going forward basis

The Impact: The Commercial Systems team drives operational efficiency by applying the agile methodology of software development and owns the prioritization of the S&P Global Platts Commercial Systems strategic initiatives. We also provide communications and overview on new system features, and improve data quality by implementing efficient data governance processes.

 

Responsibilities
 

• Support our Commercial teams in their daily workflows and ensure our commercial system(s) is/are meeting the needs of the business
• Manage incoming tickets/cases related to Salesforce and connected applications (such as but not limited to Marketo, Cvent, etc.), monitor commercial system integrations, resolving system/process issues and escalating to correct teams, if needed
• Create and manage Knowledge (i.e., self-help) articles with a high degree of accuracy, precision, and version control
• Analyze Commercial processes and procedures to find areas for improvement. Work with a LEAN mindset
• Engage in product management by working alongside Product Owners by translating business needs into technical requirements and the creation of related work items
• Provide backup support in Agile projects that will improve the commercial user experience and be able to conduct User Acceptance Testing with a high level of scrutiny
   

What We’re Looking For
 

• Ideal candidates will have an undergraduate degree and CRM certification in a related field, and possess strong quantitative, analytical and interpretive skills.
• Excellent oral and written communication skills are required along with excellent MS Office skills.
• This person should have a strong foundation in CRM tools and will be tasked with creating, implementing and improving best practices ensuring continual enhancement of digital application(s)
• The candidate should possess strong organization, prioritization, problem identification, detail-oriented, and problem-solving skills to manage internal workflows and client communication.