Lead, Order To Cash Salesforce Support

Description:

The Key Responsibilities Are

• Support S&P Global’s critical CRM system for continuous excellence in OTC Development Team.
• Work with end users, product owners, and development teams from our Order-to-cash tools, Salesforce, and related teams.
• As a Business Analyst, you will have the responsibility to be proactive in understanding and analyzing technical solutions and how to improve them. You will be asked to identify areas to strengthen the operational effectiveness and excellence, leverage technology and improve the quality of process, programs or applications for the business area(s).
• Engage with stakeholders and understand requirements for issue resolution
• Be an active member of a technical support team and manage the resolution of critical incidents
• Assist in creating comprehensive technical documents
• Effective execution of Month-end close process through collaboration with various stakeholder groups and mitigating impediments as necessary
• Supervise activities between resources, and facilitate smooth workflow for service delivery
• Build Knowledge Base articles, Playbooks, documentation
• Identify opportunities for functional improvements and enhancements to maximize the effectiveness of available technology
• Monitor user feedback and areas of concern; Engage with Scrum team and Product Owner for suggestive areas of improvement
• Be up to date with current field practices to enhance service standards and delivery
• Understand end-to-end solution and integrations in the overall architecture
• Remain knowledgeable of current technology and carry out research to identify new trends that can be used to achieve maximum results
• Be able to work in a modern ITSM system (preferably ServiceNOW)