About the Role:

Grade Level (for internal use):

09

The Role: Business Analyst - Support

 

The Team: Our Digital Solutions team enables a culture & mindset of Client-First & Architecture-First with a focus on delivering value through disciplined program delivery. Continuing to improve our cyber posture, service resiliency, employee productivity, innovation & overall employee engagement. Sitting within the CTO organization, this role is for Corporate Platforms which are enterprise shared services enabling people, functions, and divisions by providing secure, reliable, and seamless solutions to customers and our people. We take a community approach in making decisions in partnership with stakeholders who are consumers of our services, with the belief that technology allows people to do their best work. 

 

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 Impact: By providing best-in-class technical support for our all of our enterprise-wide Salesforce Production instances, you will be ensuring our internal teams can effectively manage their workflows and complete critical functions across multiple divisions and departments. Your role would have a high impact as you will be investigating and diagnosing technical issues. The data you provide will be used by our scrum teams in their resolutions.

  

What’s in it for you: This role is an exciting opportunity in a fast-paced work environment as a member of our C&MT Learning and Development Program.  Through this role you will have exposure to global business leaders, continued growth and development opportunities, and the opportunity to join a forward thinking, nimble and People First organization.

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

Preferred Qualification:

• Knowledge of Salesforce CPQ and Billing, Oracle CPQ or other OTC Applications will be an added advantage

• Knowledge of Salesforce Application is a must

• Knowledge of ServiceNOW and it's capabilities

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.

20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning)