About the Role:

Grade Level (for internal use):

07

EDM 2nd Line Technical Product Support Officer

 

The Team:

The EDM Technical Product Support Officer is part of a global team based in Manchester, Dallas, Sydney and India

The team is responsible for supporting our on-premise and hosted clients, this consists of in-depth investigation/analysis, reproduction and resolution of customer issues which includes advising on workarounds and identifying issues for bug fixing by the development team.  

Interacting with clients and colleagues via our service portal, email, telephone for support queries and to ensure accurate and timely information flows

On-call support is required on a rota basis for which additional payment is provided

The team in Manchester currently has 6 members varying in different strengths, roles and responsibilities, it also has a vast range of experience. The team prides itself on teamwork and professionalism and work on a flex environment being mainly remote.

The Impact:

EDM is a data management platform that acquires, validates and distributes trade, operational, risk, finance and customer data. It creates a single, version of the truth in a consistent, fully audited environment. Firms benefit from greater control, on-going compliance and transparency of their data.

The role you are applying for provides installed clients with support and guidance on issues they are facing with the software, we are also there to resolve any questions or queries they may have relating to the software.

As we also support our Hosted clients, our role here as well as the above is to ensure the environment S&P manage is running smoothly, any errors or issues that arise it is our responsibility to review and resolve these within the Production environments in a timely manner

Should we not resolve issues in a timely manner it impacts our clients directly as they are not able to make critical business decisions for their company

• The successful candidate will be trained on the EDM application and in the informational needs of modern financial institutions

• The role is dynamic and provides a fantastic opportunity to build a solid career solving the data management issues of global top tier financial, Energy and Maritime and Trade institutions

• Potential to learn new and cutting-edge technologies such as AWS and SaaS

• As multiple internal solutions integrate with EDM there is potential to learn other technologies and software’s within the company

 

Responsibilities:

• Join regular managed client calls and adhoc on-prem client calls

• Provide high quality Product Support to clients via email/phone/screenshares

• Understand, replicate and resolve client enquiries

What We’re Looking For:

• University Degree (2:1) or equivalent.

• Proficiency in SQL

• Experience in database management using MS SQL Server and/or Oracle

• Knowledge of Active Directory, an understanding of XML and an understanding of Amazon Web Services

• Personal Impact

  • The candidate should be outgoing, flexible, inquisitive, and self-motivated

  • Excellent problem-solving skills and ambitious, looking to build on their career in a fast-moving environment

• Communication

  • Excellent oral and written communication skills with effective, appropriate communication with both external clients and internal EDM teams

• Teamwork

  • The Product support team is made up of many talented people based in offices throughout the world who all work closely together. The candidate must be able to fit into this structure and communicate with both business and technical people in a professional manner.

  • The Product Support team is a friendly, close-knit team who share ideas and contribute to the improving the support offering for our client base.  The successful candidate must be eager to work in such an environment

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

For more information, visit www.spglobal.com/marketintelligence.

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
 

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