Business Analyst II - Support

at  SP Global

WHAT WE’RE 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’s degree in engineering or equivalent
Excellent team player & interpersonal skills
Experience collaborating with clients on business process enhancements

PREFERRED QUALIFICATION:

Knowledge of CPQ or other OTC Applications will be an added advantage
Knowledge of Salesforce Application will be an added advantage (some combination of Opportunity Management or Quote Management implementation knowledge is a plus)
Flexible Working
We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.
Return to Work
Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative, we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.
What’s In It For You?

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.

ABOUT THE ROLE:

Grade Level (for internal use): 09
The Role: Business Analyst - Support
The Location: Islamabad – Pakistan
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.

RESPONSIBILITIES :

Support S&P Global’s critical CRM system for continuous excellence in Commercial Operations.
Work with end users, product owners, and development teams from our Order-to-cash tools, Salesforce, and Entitlements 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

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.