Manager I, Business Systems & Business Analysis

About the role

The Manager I, Business Systems & Business Analysis will lead the support of S&P Global’s CRM platform, ensuring operational excellence and continuous improvement. You will work closely with business partners, end users, and technical teams to deliver high‑quality service and drive value for customers and stakeholders.

Key responsibilities

• Support the CRM system for Commercial Operations, aligning priorities with business goals.
• Collaborate with end users, product owners, and development teams across Sales, Service, Marketing, Integrations, and Data/Analytics.
• Analyse technical solutions and root causes to identify operational improvements.
• Manage a team, monitor performance against the Corporate Platforms Scorecard, and provide coaching.
• Resolve critical incidents, handle P1 escalations, and communicate status.
• Create and maintain technical documentation and Knowledge Base articles.
• Oversee releases, peak periods, and scheduled maintenance through cross‑team coordination.
• Facilitate workflow between resources to ensure smooth service delivery.
• Gather user feedback and propose enhancements to Scrum teams and Product Owners.

Required profile

• Minimum 5 years of total experience, including at least 2 years with Salesforce or similar CRM support.
• Basic understanding of Agile best practices.
• Familiarity with development environments and testing processes.
• Strong analytical mindset with a proactive approach to problem solving.

Required skills

• Salesforce
• CRM platforms
• Agile methodologies
• Development environment tools
• Testing processes
• Knowledge Base authoring

What we offer

• Opportunity to work with industry‑leading CRM tools and a dynamic technical support team.
• Engagement with business partners, end users, and technical experts to deliver impactful solutions.
• Development of expertise in solution design, process improvement, and AI‑focused initiatives.
• Exposure to the latest technology trends and best practices.
• Growth as a people leader with coaching and performance management responsibilities.