Application Support Analyst

About the Role:

Grade Level (for internal use):

08

The Role: Focusing on the operational support of specific business applications ensuring maintenance tasks are completed and high availability of applications is maintained during business hours.

The Impact: Working to minimize the adverse impact of incidents and problems on the business and proactively identifying areas of focus to prevent the reoccurrence of future incidents.

The Career Opportunity: Working in a global application support team directly supporting users based in three time zones and across 26 offices. Exposure to application support, operations, monitoring and projects in a role where you will interact directly with the business and learn the products and systems required to support the business operations. In this role you will support users both remotely and in person based in the office you are located at.

The Team / The Business: You will work within the Operations team at our New York office.

Our Hiring Manager says:

• Well-developed verbal and written business English communication skills. 

• Candidate must be confident, self-sufficient, driven, energetic with passion for technology, provide excellent customer support service, and have patience to work with users with different levels of technical knowledge.

• Able to operate under pressure and in time sensitive support environments.

• Confidence to manage and lead global Incident conference calls ensuring that the right resources and skills are engaged to resolve issues.

• Degree level in an IT related field preferred

Job Responsibilities:

• Resolving logged IT incidents to restore service as quickly as possible using application-specific technical knowledge. Escalation of tickets to other technical teams as required

• Responding to logged service requests, account administration, software installations, and general application and server administration.

• Management of major incidents via conference calls, email, and instant messaging systems. Composing and sending major incident notifications to business partners.

• Dealing with escalations in a timely manner to ensure issues are resolved to business Partner’s expectations.

• Composing technical knowledge base documents to be used within the team

• Working with internal technical teams and external vendors to resolve service-related incidents working with external vendors to resolve service-related incidents

• Connecting remotely to business partner's computers to resolve issues

• Provide real-time server support to the daily publishing process as well as participate in the associated conference call.

Experience and proficiency with a variety of System tools including:

Core (Required)

• Good understanding of ITIL methodology (ITIL certifications preferred) with proven operational experience in previous roles.

• Exposure to industry standard ITSM tools (ServiceNow strongly preferred)

• Knowledge of troubleshooting & supporting applications running on Linux or Windows server OS

• Protocols, TCP/IP, HTTP(S), SSL, WWW, JMS, FTP, Telnet, DNS, DHCP, VNC, RDP, NAT, SMTP

• Knowledge of SQL Query language

• Appreciation of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers)

• Deep understand of supporting browser-based applications and debugging (JRE, Chrome, IE, Firefox, HTML, HTML5, XML, Javascript)

• Tools Putty, RDP, SSH, WinSCP, MySql Query Browser, Oracle SQL Developer

• Microsoft Office / Office 365, especially Excel (Macros, Worksheets and add-ins)

Non-Core (Preferred)

• Familiar with monitoring systems (SPLUNK preferred)

• Basic knowledge of managing virtual infrastructure and application in AWS.

• Any knowledge of scripting languages (JScript and JavaScript DOS, VBScript, Pearl, Python, Powershell or shell script)

• Basic knowledge of managing virtual infrastructure and applications in AWS.

• Knowledge of Microsoft SharePoint, Azure, and Office 365 to design and manage collaborative solutions that enhance productivity and streamline workflows for internal teams and clients

• Knowledge of using LLM and prompt engineering for automation and improving productivity.

Compensation/Benefits Information:

S&P Global states that the anticipated base salary for this position is $80,000.00. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.

In addition to base compensation, this role is eligible for an annual incentive plan. This role is not eligible for additional compensation such as an annual incentive bonus or sales commission plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here.

About S&P Global Commodity Insights
At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.

We’re a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress. Vital to navigating Energy Transition, S&P Global Commodity Insights’ coverage includes oil and gas, power, chemicals, metals, agriculture and shipping.

S&P Global Commodity Insights is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the world’s leading organizations navigate the economic landscape so they can plan for tomorrow, today.
For more information, visit http://www.spglobal.com/commodity-insights.

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
 

20 - Professional (EEO-2 Job Categories-United States of America), IFTECH203 - Entry Professional (EEO Job Group)