Salesforce CRM Analyst II - OTC & Ops Focus

S&P Global; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Flexible time off

Continuous learning

Retirement plan

Student loan assistance

Family perks

Retail discounts

Job summary

S&P Global is seeking a Salesforce Order to Case Business Analyst to support our CRM ecosystem within Commercial Operations. You’ll work with end users, product owners, and development teams across Order-to-Cash, Salesforce, and Entitlements to drive improvements and operational excellence.

You will analyze technical solutions, address root causes, and help frame work aligned with priorities while helping manage incidents and document knowledge resources for end users.

Qualifications

• 2+ years total experience with at least 1 year on Salesforce/OTC/CPQ.
• Basic understanding of Agile practices.
• Strong analytical, communication, and collaboration skills.
• Experience in an operation-based managerial role.
• SFDC Admin Certification preferred.

Responsibilities

• Support CRM system for ongoing excellence in Commercial Operations.
• Collaborate with end users, product owners, and development teams.
• Proactively analyze solutions, root causes, and impacts.
• Frame work aligned with Corporate Platforms Scorecard and priorities.
• Manage incidents and P1 escalations as part of the tech support team.
• Create technical documentation and Knowledge Base articles.
• Ensure effective execution of month-end close processes.
• Supervise activities between resources for smooth service delivery.
• Monitor user feedback and advise Scrum teams.
• Explore AI and automation opportunities within the architecture.

Skills

Salesforce

Agile basics

Analytical skills

Communication

Collaboration

Education

Bachelor's degree

Tools

Salesforce CRM

Job description

S&P Global is seeking a Salesforce Order to Case Business Analyst to support our CRM ecosystem within Commercial Operations. You’ll work with end users, product owners, and development teams across Order-to-Cash, Salesforce, and Entitlements to drive improvements and operational excellence.

You will analyze technical solutions, address root causes, and help frame work aligned with priorities while helping manage incidents and document knowledge resources for end users.