Business Analyst - Support Job in Ahmedabad at Sp global solutions

S & P Global is hiring for the role of Business Analyst - Support!

Responsibilities:

• Support S&P Global’s critical CRM system for continuous excellence in the OTC Development Team.
• Work with end users, product owners, and development teams from our Order-to-Cash tools, Salesforce, and related teams.
• Proactively understand and analyze technical solutions to improve them. Identify areas to strengthen operational effectiveness, leverage technology, and enhance the quality of processes, programs, or applications for the business area(s).
• Engage with stakeholders to understand requirements for issue resolution.
• Actively participate in a technical support team and manage the resolution of critical incidents.
• Assist in creating comprehensive technical documents.
• Effectively execute the month-end close process through collaboration with various stakeholder groups and mitigate impediments as necessary.
• Supervise activities between resources and facilitate a smooth workflow for service delivery.
• Build Knowledge Base articles, Playbooks, and documentation.
• Identify opportunities for functional improvements and enhancements to maximize the effectiveness of available technology.
• Monitor user feedback and areas of concern; engage with the Scrum team and Product Owner for suggestive areas of improvement.
• Stay updated with current field practices to enhance service standards and delivery.
• Understand the 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 leveraged for maximum results.
• Work in a modern ITSM system (preferably ServiceNOW).

Requirements:

• At least 2 years of 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) with the ability to articulate problems and provide comprehensive solutions.
• Bachelor’s Degree or Master’s Degree in Engineering or equivalent.
• Excellent team player with strong interpersonal skills.
• Experience collaborating with clients on business process enhancements.
• Experience working in an ITSM or Service Desk Environment.
• Preferred Qualifications:
  • Knowledge of Salesforce CPQ and Billing, Oracle CPQ, or other OTC applications is an added advantage.
  • Knowledge of Salesforce Application is essential.
  • Knowledge of ServiceNOW and its capabilities.