Salesforce OTC Analyst: AI & Process Excellence

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

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