Business Analyst I (Salesforce)

S&P Global, Inc.; Islamabad; On-site; PKR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Health & Wellness

Flexible Downtime

Continuous Learning

Invest in Your Future

Family Friendly Perks

Beyond the Basics

Job summary

S&P Global, Inc. is seeking a Salesforce Order to Case Business Analyst to support our CRM and OTC processes, driving continuous improvement and operational excellence.

You will work with business partners and end users to optimize system performance and data quality. Collaborating with end users, product owners, and developers across Order-to-Cash, Salesforce, and Entitlements, you will analyze issues, document solutions, and contribute to knowledge management efforts while supporting

Qualifications

• 2 years of total experience, with at least 1 year working with Salesforce and/or on a technical support team in OTC/CPQ
• Basic understanding of Agile best practices
• Strong analytical, communication, and collaboration skills
• Experience in an operation-based managerial role
• SFDC Certifications: Admin Preferred

Responsibilities

• Support S&P Global’s CRM system for ongoing excellence in Commercial Operations through understanding priorities and driving execution.
• Collaborate with end users, product owners, and development teams from Order-to-Cash, Salesforce, and Entitlements.
• Proactively analyze technical solutions, root causes, and overall impact to identify areas for operational improvement.
• Understand how to frame your work in alignment with the Corporate Platforms Scorecard and defined priorities.
• Manage and resolve critical incidents as an active member of the technical support team as well as handling any escalations and communications on P1 issues.
• Assist in creating comprehensive technical documentation and Knowledge Base articles.
• Ensure effective execution of the month-end close process through collaboration and issue mitigation.
• Supervise activities between resources, facilitating smooth workflow for service delivery.
• Monitor user feedback and provide suggestions for improvement to Scrum teams and Product Owners.
• Understand end-to-end solutions and integrations within the overall architecture.
• Find ways to bring AI and automation to the team with the opportunity to experiment and enhance.

Skills

Analytical thinking

Communication

Collaboration

Problem solving

Education

Bachelor's or higher degree in technology related field

Tools

Salesforce

Job description

About the Role

Grade Level (for internal use): 08 The Team You’ll join a team of enthusiastic professionals supporting our Salesforce and Order-to-Cash (OTC) technical solutions. The team is committed to guiding our business partners and end users with industry best practices, innovative solution design, and creating long‑term value for our customers. We work collaboratively across technical and business units to deliver excellence in Commercial Operations.

The Impact

As a Salesforce Order to Case Business Analyst, you will play a crucial role in supporting S&P Global’s critical CRM system, ensuring continuous improvement and operational excellence. Your proactive approach to analyzing the data and recommending enhancements will help drive process quality, maximize technology effectiveness, and create lasting value for our clients and stakeholders.

What’s in it for you

Opportunity to work with a dynamic technical support team and industry‑leading CRM tools. Engage with business partners, end users, and technical experts to deliver impactful solutions to day‑to‑day problems. Develop your technical knowledge and contribute to a team committed to constant learning and upskilling to keep current with today’s ever changing technical landscape. Contribute to AI‑focused initiatives and knowledge management efforts. Exposure to the latest technology trends and industry best practices. Continue to grow your skills in communication, collaboration, and critical thinking as you work with our end users and business teams.

Responsibilities

• Support S&P Global’s CRM system for ongoing excellence in Commercial Operations through understanding priorities and driving execution.
• Collaborate with end users, product owners, and development teams from Order-to-Cash, Salesforce, and Entitlements.
• Proactively analyze technical solutions, root causes, and overall impact to identify areas for operational improvement.
• Understand how to frame your work in alignment with the Corporate Platforms Scorecard and defined priorities.
• Manage and resolve critical incidents as an active member of the technical support team as well as handling any escalations and communications on P1 issues.
• Assist in creating comprehensive technical documentation and Knowledge Base articles.
• Ensure effective execution of the month‑end close process through collaboration and issue mitigation.
• Supervise activities between resources, facilitating smooth workflow for service delivery.
• Monitor user feedback and provide suggestions for improvement to Scrum teams and Product Owners.
• Understand end‑to‑end solutions and integrations within the overall architecture.
• Find ways to bring AI and automation to the team with the opportunity to experiment and enhance.

What we’re looking for

2 years of total experience, with at least 1 year working with Salesforce and/or on a technical support team in a related field of OTC/CPQ. Basic understanding of Agile best practices. Good understanding of development environments and testing processes. Strong analytical, communication, and collaboration skills. Experience working in an operation based managerial role. SFDC Certifications: Admin Preferred

Preferred Qualifications

Bachelor's or higher degree in technology related field.

Benefits

• 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.

Global Hiring and Opportunity at S&P Global

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, 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.

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to:[e-mail] your request will be forwarded to the appropriate person. US Candidates Only: Know Your Rights: Workplace discrimination is illegal

Company Overview

S&P Global enables businesses, governments, and individuals with trusted data, expertise and technology to make decisions with conviction. We are Advancing Essential Intelligence through world‑leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive in a rapidly changing global landscape. From helping our customers assess new investments across the capital and commodities markets to navigating the energy expansion, acceleration of artificial intelligence, and evolution of public and private markets, we enable the world’s leading organizations to unlock opportunities, solve challenges, and plan for tomorrow - today.