Description:
In this role, you will be working with a team of enthusiastic members supporting our Salesforce and OTC technical solutions and guiding our business partners & end users with industry best practices, solution design, & creating long term value to our customers.
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)
(Basic Qualification)
What We Are Looking For
- Should have at least 2 years experience working with Salesforce and/or on a Technical Support Team in a related field.
- Basic understanding of Agile best practices
- Good understanding of development environments and testing processes
- Good communication skills (Verbal and Written) and be able to articulate the problems and provide comprehensive solutions
- Bachelor’s Degree or Master Degree in Engineering or equivalent
- Excellent team player & interpersonal skills
- Experience collaborating with clients on business process enhancements
- Experience working in an ITSM or Service Desk Environment