Sr. Production Support analyst Job Vacancy in Moody’s Gurgaon, Haryana – Updated today

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Full Details :
Company Name : Moody’s
Location : Gurgaon, Haryana
Position :

Job Description : bjective: 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-cycleFacilitate discussion with stakeholders, L2/L3 Support, or vendors, if neededCommunicate with users and all those that contact support team in a courteous, professional, and timely mannerCreate Knowledge articles where required for team referenceParticipates in M&E, Project transition and UAT’s to enhance individual knowledge and build on the knowledge required to support the applicationProperly 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 :
Minimum education and work experience required for this position include:
Minimum 4 years of total experience with 2+years of experience in SalesforceExperience with data loader, excel connector, and Workbench is preferredExperience with Apttus CPQ or any other CPQ would be helpfulBS degree in Computer Science or engineering or equivalentKnowledge of Salesforce related applications like FinancialForce, Marketing Cloud, Communities etc. is a nice to haveThe key competencies for this position include:High degree of professionalism with ownership traits, when addressing and resolving issuesExcellent oral and written communication in English with ability to interact with varied audience from different teamsDemonstrated team player in resolving issues faster, during high case volumes or multiple high priority issue scenariosWillingness 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 teamAbility to think logically and pay close attention to detailThis position requires the individual to be flexible in availability to provide support in shifts in line with business needs
RTO Solutions
Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.
Moody’s (NYSE: MCO) is a global integrated risk assessment firm that empowers organizations to make better decisions. Our data, analytical solutions and insights help decision-makers identify opportunities and manage the risks of doing business with others. We believe that greater transparency, more informed decisions, and fair access to information open the door to shared progress. With over 11,000 employees in more than 40 countries, Moody’s combines international presence with local expertise and over a century of experience in financial markets. Learn more at moodys.com.
Moody’s Analytics provides financial intelligence and analytical tools supporting our clients’ growth, efficiency and risk management objectives. The combination of our unparalleled expertise in risk, expansive information resources, and innovative application of technology, helps today’s business leaders confidently navigate an evolving marketplace.

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