Production Support Analyst

at  SP Global

POSITION SUMMARY:

The Product specialist position provides support and consultancy services to our clients for resolution of software and data issues. The client engagement team work directly with clients, product engineering, business analysis and DBA teams to ensure that any issues raised are resolved in a satisfactory manner. Issues to be resolved are typically quite complex and require detailed investigation.
The position offers a great opportunity for growth within the company. There is also the potential opportunity for analysts to work on site with clients in locations worldwide.

EDUCATION AND EXPERIENCE:

Bachelor’s degree in technology
Relevant working experience
Working knowledge of SQL
Ability to read and analyse application log files
Experience in issue troubleshooting
Knowledge of ITSM process
Working experience in customer facing role would be added advantage
Knowledge of capital market, corporate action, trade processing a definite plus
Working knowledge of change management process would be added advantage
Passionate about our business
Sound Technical and analytical skills
Significant customer service focus
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 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.

DUTIES & ACCOUNTABILITIES:

Troubleshoot day-to-day customer incidents and create connect with clients via phone, email, and CRM tools
Responsible for incident logging, understanding the problem, prioritisation, independent assessment of impact and risks, and effectively resolving the issue
Work with colleagues and external partners for issues that require escalation and manage the issue through to resolution
Keep up to date with new features and functionality enhancements in the applications being supported
Assist in requirements gathering and the delivery of Change Requests
Assist in the preparation of specification documents, business requirements and impact assessments
Assist in the implementation of projects, providing system knowledge and process understanding
Responsible for maintaining relevant documentation

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.