Role/Responsibilities :

Objective: Production Support analyst is responsible for supporting our CRM Application users by handling queries raised by them. The responsibilities include providing seamless application support to the internal Moody’s employees, by ensuring a good understanding of the applications supported, providing regular and detailed communication, and if required timely escalation to L2/L3 teams and vendors. Production support analyst can independently investigate an issue / query and if required liaise with team members internally or with Business Analysts to resolve user queries. The production support analyst escalates issues if required and facilitate discussions between impacted teams and investigating teams (L2/L3 Support, vendors, other tech teams, etc.) to ensure a path to resolution.
Ensures knowledge articles are created for business continuity and creating efficiency within the team.

Functional Responsibilities: Specific responsibilities for this position include:
 
•    Provide support for end users by having in-depth knowledge of application and the integrations to downstream systems.
•    Responsible for triaging and escalating any production issue affecting outages per procedures.
•    Provide clear and regular updates to users through the support life-cycle
•    Facilitate discussion with stakeholders, L2/L3 Support, or vendors, if needed
•    Communicate with users and all those that contact support team in a courteous, professional, and timely manner
•    Create Knowledge articles where required for team reference
•    Participates in M&E, Project transition and UAT’s to enhance individual knowledge and build on the knowledge required to support the application
•    Properly document all requests and issues within tickets utilizing support of multiple ticketing platforms such as Salesforce, Service Now, Jira, Service Desk, IDAM etc.
•    Assist with user access management which includes user provisioning and handling permission related issues

Qualifications :

Qualifications :
Minimum education and work experience required for this position include:
•    Minimum 4 years of total experience with 2+years of experience in Salesforce
•    Experience with data loader, excel connector, and Workbench is preferred
•    Experience with Apttus CPQ or any other CPQ would be helpful
•    BS degree in Computer Science or engineering or equivalent
•    Knowledge of Salesforce related applications like FinancialForce, Marketing Cloud, Communities etc. is a nice to have
•    The key competencies for this position include:
•    High degree of professionalism with ownership traits, when addressing and resolving issues
•    Excellent oral and written communication in English with ability to interact with varied audience from different teams
•    Demonstrated team player in resolving issues faster, during high case volumes or multiple high priority issue scenarios
•    Willingness to embrace change and help other team members with any required transition.
•    Strong customer orientation & an eagerness to excel and be a part of a fast-growing team
•    Ability to think logically and pay close attention to detail
•    This position requires the individual to be flexible in availability to provide support in shifts in line with business needs