S&P Global – Business Analyst II (Salesforce Support)

Job Description

The Business Analyst II (Salesforce Support) role at S&P Global is a critical position within the Corporate Information Technology function, focused on supporting and enhancing enterprise-grade CRM and Order-to-Cash (OTC) solutions. This role plays a key part in ensuring the stability, scalability, and continuous improvement of Salesforce-based platforms that power Commercial Operations across the organization. By working closely with business partners, technical teams, and end users, this position helps deliver long-term value through technology-enabled process excellence.

In this role, you will act as a bridge between business stakeholders and technical teams, proactively analyzing system behavior, identifying gaps, and driving improvements across Salesforce and related applications. You will be responsible for supporting critical incidents, resolving issues efficiently, and ensuring smooth month-end close processes. A strong understanding of end-to-end system integrations, Agile delivery practices, and technical support workflows is essential to ensure operational continuity and high service standards.

This opportunity is ideal for professionals who enjoy problem-solving in complex enterprise environments and thrive in collaborative, fast-paced settings. You will gain exposure to global stakeholders, mission-critical systems, and industry best practices while contributing to S&P Global’s mission of advancing essential intelligence. The role offers meaningful responsibility, professional growth, and the chance to make a measurable impact on global business operations.

Roles & Responsibilities

• Support and maintain S&P Global’s Salesforce-based CRM and Order-to-Cash systems to ensure operational excellence.

• Collaborate with end users, product owners, and development teams to analyze requirements and resolve system issues.

• Proactively assess existing technical solutions and identify opportunities to improve operational effectiveness and system performance.

• Act as an active member of the technical support team, managing and coordinating the resolution of critical incidents.

• Engage with stakeholders to gather, document, and clarify requirements for enhancements, fixes, and process improvements.

• Assist in creating and maintaining comprehensive technical documentation, playbooks, and knowledge base articles.

• Support effective execution of month-end close activities by coordinating with multiple stakeholder groups and mitigating blockers.

• Supervise activities across resources to ensure smooth workflows and timely service delivery.

• Monitor user feedback and collaborate with Scrum teams and Product Owners to drive continuous improvement initiatives.

• Stay current with industry best practices, Salesforce capabilities, and emerging technologies to enhance service quality.

Requirements & Eligibility

• Overall professional experience of 3 or more years in business analysis, technical support, or enterprise application support roles.

• Minimum 2 years of hands-on experience working with Salesforce platforms or within a technical support team supporting enterprise applications.

• Bachelor’s or Master’s degree in Engineering or an equivalent technical discipline.

• Good understanding of Agile methodologies, development environments, and testing processes.

• Strong proficiency in written and verbal English communication, with the ability to articulate technical issues and solutions clearly.

• Proven ability to collaborate with business users and clients on process enhancements and system improvements.

• Excellent interpersonal skills and a strong team-oriented mindset.

• Ability to understand end-to-end solution architectures and system integrations.

• Experience supporting CRM, OTC, or enterprise workflow systems in a production environment.

Preferred Qualifications

• Working knowledge of Zuora, CPQ, or other Order-to-Cash applications.

• Deeper functional understanding of Salesforce modules such as Opportunity Management or Quote Management.

• Experience contributing to process optimization, automation initiatives, or service quality improvements.

Expected Salary

For the Business Analyst II (Salesforce Support) role at S&P Global in Hyderabad, the expected salary typically ranges between ₹14 LPA to ₹22 LPA, depending on experience, Salesforce expertise, and domain exposure. Compensation may include performance-based incentives and a comprehensive benefits package aligned with S&P Global’s global standards.

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