Product Support Analyst

About the Role:

Grade Level (for internal use):

08

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.

What’s 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 user’s 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 We’re Looking For:

Basic Qualifications:

Bachelor’s degree in Business, Technology, Engineering or related area

Exposure with 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 and the ability to investigate and summarize technical concepts clearly and succinctly

Highly organized, independent and 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

Open to working flexible hours as per business needs

Good interpersonal and communication skills.

Concepts on PPM, LPM.

#LI-USA

What’s In It For You?

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.

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.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Inclusive Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering an inclusive workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and equal opportunity, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

20 - Professional (EEO-2 Job Categories-United States of America), IFTECH203 - Entry Professional (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning)