Senior Product Support Analyst

Grade Level (for internal use):

09 Grade Level (for internal use): 09

The Team: The Digital Technology Services Platforms & Tools (DTS P&T) is responsible for developing and managing tools enabling Service Management, Agile Execution, Project Portfolio Management, DevOps Tools and DTS BI, for all the S&P Global Divisions. The P&T team is spread across 5 major verticals as mentioned above and is responsible for managing close to 30 different Products in the above-mentioned domains for the S&P Global Enterprise.

The Impact: Are you looking for an opportunity to advance your career as an innovative enterprise team member? The Platforms and Tools Team is looking for an innovative professional who can bring teamwork, creativity, and business analyst experience to a global team.

Whats in it for you: As a Product Analyst on Platforms and Tools, you will have the opportunity to work closely with senior stakeholders from all the divisions and showcase your ability to tackle multiple assignments with ease and gracefully absorb changes as they present themselves. Overall goal of the Team is to develop and support a common Enterprise toolset for all divisions to enable Portfolio Management, resourcing, execution, and reporting with cutting edge technologies like Azure DevOps, AWS Cloud Systems (S3, EC2, RDS etc), AWS Services (Lambda, Glue, S3, Redshift etc), PowerBI, Databricks as well as Market leaders in PPM and Agile tools.

Responsibilities: In the day-to-day operations, you will be a part of the Platforms & Tools Kanban team and will support our internal customers which include users from across the S&P Global Enterprise at all levels from senior leadership to individual users. You will also facilitate communication between our users and our Business and Scrum team members who manage and deliver solutions on these platforms. With your acute investigation, troubleshooting and communication skills, you will be championing support best practices and improving our users experience. Some of your areas of ownership will include:

Platforms and Tools (Kanban Team):

• Support our customers on the requests raised by them on our ticketing platform - Service Now
• Troubleshoot and service customer requests focusing on maximum customer satisfaction
• Liaison with end customer to Support and advance tools adoption.
• Share knowledge with peers and foster a cohesive self-organized team environment
• Provide feedback to help the Business and Development teams to create high-value products
• Escalates and tracks issues with appropriate levels within the team
• Build a deep understanding of the solutions delivered on both platforms to understand utility from our users/customers perspective
• Keep up to date on support and customer experience best practices and suggest or implement improvements in processes or tools

What Were Looking For:

Basic Qualifications:

• Bachelors degree in Business, Technology, Engineering, or a related area with a minimum 3 years of experience in product operations/support profile
• Exposure to Web-based Application development
• Proven willingness to learn, a positive attitude, and an ability to work in a fast-paced, high-demand work environment
• Excellent communication skills, both written and verbal, with the ability to investigate and summarize technical concepts clearly and succinctly
• Highly organized, independent, and a strong multitasker
• Good data analysis skills using Excel and any other BI tools
• Knowledge of Agile Execution tools like Azure DevOps, JIRA, etc
• Experience using any Workflow Management tool like ServiceNow, Solutions Business Manager, VersionOne, etc
• Demonstrable experience in facilitating, leading, influencing, and managing within large-scale matrix, globally distributed organizations
• Strong understanding of IT Service Management (ITSM) processes, including Incident, Change, and Problem Management
• Open to working in rotational shifts and flexible hours as per business needs
• Good interpersonal and collaboration skills for cross-functional teamwork
• Familiarity with Portfolio and Lean Portfolio Management (PPM, LPM) concepts