Business Analyst I (Salesforce)

S&P Global; Islamabad; On-site; PKR 1,897,000 - 2,790,000; Full time

Job summary

S&P Global in Islamabad seeks a Salesforce Order to Case Business Analyst to support the CRM system and drive continuous improvement within Commercial Operations.

You will collaborate with end users, product owners, and development teams across Order-to-Cash, Salesforce, and Entitlements to analyze issues, document solutions, and enhance processes, with a focus on AI-enabled automation.

Qualifications

• Two years of total experience with at least one year on Salesforce/OTC/CPQ.
• Basic understanding of Agile best practices.
• Good understanding of development environments and testing processes.

Responsibilities

• Support the CRM system for Commercial Operations and drive execution.
• Collaborate with end users, product owners, and development teams across OTC, Salesforce, and Entitlements.
• Analyze technical solutions and identify operational improvement opportunities.
• Frame work to align with corporate priorities and scorecard.
• Manage incidents and escalations on P1 issues as part of the technical team.
• Help create technical documentation and knowledge base articles.
• Support month-end close processes through collaboration and issue mitigation.
• Coordinate resources and ensure smooth service delivery.
• Monitor user feedback and suggest improvements to Scrum teams and Product Owners.
• Explore end-to-end solutions and explore AI/automation opportunities.

Skills

Salesforce

Agile

Analytical thinking

Communication skills

Collaboration

OTC/CPQ knowledge

Education

Bachelor's degree in technology related field

Tools

Salesforce CRM

Job description

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.

Our Mission

Advancing Essential Intelligence.

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. Join us and help create the critical insights that truly make a difference.

Our Values

Integrity, Discovery, Partnership. 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.

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

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

Location: Islamabad, Pakistan