Product Support Analyst

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 includ e :

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 :

Skills Required

Product Support