Product Analyst - Platforms and Tools (Hybrid or Remote)

$50,000 - $75,000/Yr

S&P Global - Nashville, TN

Full-time - Entry Level

Onsite - Nashville, TN

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

As a Product Analyst for Platforms and Tools at S&P Global, you will play a crucial role in the Digital Technology Services Platforms & Tools (DTS P&T) team. This team is responsible for developing and managing a suite of tools that enable Service Management, Agile Execution, Project Portfolio Management, DevOps Tools, and Business Intelligence (BI) across all divisions of S&P Global. The P&T team operates within five major verticals and manages nearly 30 different products in these domains, making it a vital component of the S&P Global Enterprise. In this position, you will have the opportunity to work closely with senior stakeholders from various divisions, showcasing your ability to handle multiple assignments while adapting to changes in a dynamic environment. The overarching goal of the Platforms and Tools team is to develop and support a unified enterprise toolset that facilitates Portfolio Management, resource allocation, execution, and reporting. You will work with cutting-edge technologies such as Azure DevOps, AWS Cloud Systems (including S3, EC2, RDS), AWS Services (like Lambda, Glue, S3, Redshift), PowerBI, and Databricks, as well as leading tools in Project Portfolio Management (PPM) and Agile methodologies. Your role will involve being part of the Platforms & Tools Kanban team, where you will support internal customers from all levels of the S&P Global Enterprise, from senior leadership to individual users. You will facilitate communication between users and the Business and Scrum teams responsible for managing and delivering solutions on these platforms. Your strong investigative, troubleshooting, and communication skills will be essential as you champion support best practices and enhance the user experience. You will take ownership of various responsibilities, including supporting customer requests through the ticketing platform Service Now, troubleshooting issues to maximize customer satisfaction, and liaising with end customers to promote tool adoption. Additionally, you will share knowledge with peers to foster a cohesive team environment and provide feedback to help the Business and Development teams create high-value products.

Responsibilities

• Support customers on requests raised through the ticketing platform - Service Now.
• Troubleshoot and service customer requests focusing on maximum customer satisfaction.
• Liaise with end customers to support and advance tools adoption.
• Share knowledge with peers and foster a cohesive self-organized team environment.
• Provide feedback to help the Business and Development teams create high-value products.
• Escalate and track issues with appropriate levels within the team.
• Build a deep understanding of the solutions delivered on both platforms to understand utility from the users/customers perspective.
• Keep up to date on support and customer experience best practices and suggest or implement improvements in processes or tools.

Requirements

• Experience in business analysis or a related field.
• Strong troubleshooting and communication skills.
• Ability to work collaboratively in a team environment.
• Familiarity with Agile methodologies and tools.
• Experience with ticketing systems, preferably Service Now.

Nice-to-haves

• Knowledge of Azure DevOps and AWS Cloud Systems.
• Experience with PowerBI and Databricks.
• Familiarity with Project Portfolio Management (PPM) tools.

Benefits

• Annual incentive plan eligibility.
• Comprehensive benefits package including health insurance, retirement plans, and more.