Description:
As a Salesforce Order to Case Business Analyst, you will play a crucial role in supporting S&P Global’s critical CRM system, ensuring continuous improvement and operational excellence. Your proactive approach to analyzing the data and recommending enhancements will help drive process quality, maximize technology effectiveness, and create lasting value for our clients and stakeholders.
What’s In It For You
- Opportunity to work with a dynamic technical support team and industry-leading CRM tools.
- Engage with business partners, end users, and technical experts to deliver impactful solutions to day-to-day problems.
- Develop your technical knowledge and contribute to a team committed to constant learning and upskilling to keep current with today’s ever changing technical landscape.
- Contribute to AI-focused initiatives and knowledge management efforts.
- Exposure to the latest technology trends and industry best practices.
- Continue to grow your skills in communication, collaboration, and critical thinking as you work with our end users and business teams.
Responsibilities
- Support S&P Global’s CRM system for ongoing excellence in Commercial Operations through understanding priorities and driving execution.
- Collaborate with end users, product owners, and development teams from Order-to-Cash, Salesforce, and Entitlements.
- Proactively analyze technical solutions, root causes, and overall impact to identify areas for operational improvement.
- Understand how to frame your work in alignment with the Corporate Platforms Scorecard and defined priorities.
- Manage and resolve critical incidents as an active member of the technical support team as well as handling any escalations and communications on P1 issues.
- Assist in creating comprehensive technical documentation and Knowledge Base articles.
- Ensure effective execution of the month-end close process through collaboration and issue mitigation.
- Supervise activities between resources, facilitating smooth workflow for service delivery.
- Monitor user feedback and provide suggestions for improvement to Scrum teams and Product Owners.
- Understand end-to-end solutions and integrations within the overall architecture. Find ways to bring AI and automation to the team with the opportunity to experiment and enhance.
What We’re Looking For
- 2+ years of total experience, with at least 1 year working with Salesforce and/or on a technical support team in a related field of OTC/CPQ.
- Basic understanding of Agile best practices.
- Good understanding of development environments and testing processes.
- Strong analytical, communication, and collaboration skills.
- Experience working in an operation based managerial role.
- SFDC Certifications: Admin Preferred