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Job Details
About the Role: Grade Level (for internal use):08 Job Title: Product Support Analyst About the Role: We are seeking a dynamic Product Support Analyst to elevate our MDM support framework. This role is pivotal in delivering outstanding internal-customer service and driving operational efficiency. Ideal Candidate Profile: The Product Support Analyst we are looking for is someone who:
- Exhibits a strong aptitude for analytical problem-solving and enjoys troubleshooting.
- Demonstrates excellent teamwork abilities, thriving in both team environments and in cross-functional collaborations, particularly in virtual settings.
- Communicates effectively and efficiently with internal customers, stakeholders, and team members, whether it be through Teams meetings, emails, or in-person interactions.
- Is a motivated self-starter, capable of effective prioritization and follow-through.
- Possesses strong organization skills and is attentive to detail.
- Has a passion for learning and great attitude.
- Manage incoming support requests from internal users, ensuring timely and effective resolutions.
- Creates and maintains product and conditional master data in billing and sales systems.
- Follows defined processes to maintain accurate master data (proper identification, standardization, and classification) for transaction processing in key systems.
- Provides excellent customer service to internal stakeholders, including Finance, Product Management, Tax, Legal, Fulfillment, Order Management, Compliance, and others.
- Identifies and conducts basis analysis of data quality issues and resolves as assigned.
- Creates custom business reports using various internal business applications and tools.
- Documents SOPs and performs stakeholder training as assigned.
- Utilizes tools like Fusekit and Excel for data management tasks including querying, scrubbing, manipulation, and record insertion.
- Proven experience in managing request queues and adhering to SLAs.
- Previous experience in Master Data Management (MDM) desired.
- General understanding of Order-to-Cash business processes and framework.
- Tools/Applications
- Experience working in Salesforce and/or SAP
- Microsoft Excel wiz
- Experience with data visualization and data analytics tools is a plus (PowerBI, Tableau, Alteryx, etc.)
- Strong communication, written and verbal, and interpersonal skills, with a history of delivering superior customer service.
- Demonstrates ability to take ownership of incidents, tasks, or objectives, leveraging initiative to drive them to successful conclusions.
- 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.
About the Company
S&P Global
United States
At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening up possibilities. We Accelerate Progress in the world.... Read more