Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.
**Objective**:
- Production Support Analyst Lead is responsible for supporting our CRM Application users by handling queries & escalations raised by them.
- This role is required to be acting as a key point of contact for stakeholders around daily issues and escalations.
- This role may also be managing a team of technical support analysts.
**Functional Responsibilities**:
- Provide superior production support experience at all times becoming a role model for excellent support, to whom the team members look up to for resolving queries or for guidance.
- Ensure key processes and procedures are adhered to within team; providing seamless support to users that interact with Salesforce support team and improve operational effectiveness.
- Provide constructive feedback to the Production Support Analyst and Senior Production support analysts within team and work to empower them to deliver consistently with high quality output.
- Consistently coach and guide team members to enhance their efficiency and assists them to timely escalate cases to other support teams/BA's as required.
- Should be able to drive and facilitate discussion with stakeholders, dev, 3rd party teams, while handling high priority cases.
- Should be able to manage stakeholders by guiding team and sometimes managing and providing timely communication with stakeholder and relevant parties, in times of Sev 1/Sev 2 Outage/Non-Outage scenarios.
- Should assist in avoiding escalations where possible and in case of an escalation, assist in managing the same, by ensuring quick issue resolution keeping user satisfaction in mind.
- Should be able to allocate resources to tasks, re-align cases, ensure team alignment with BA's and participation in UAT's ahead of a release.
- Ability to work with team to achieve the set goals and outcome for a set time frame of week, month, or quarter.
- Develop and provide ad-hoc training for team members on new & existing functionalities, M&E items, and to address any performance issue due to knowledge gaps.
- Support case inflow handling, by allocating work or empowering senior members within the team and providing daily reporting around the same.
- Lead should be able to provide reporting analysis for managing the case handling process effectively.
- Oversees the transition sessions within team and is responsible to ensure transition of M&E items across releases are happening for the team members in a timely manner.
- Work towards developing content for Knowledge Base Articles and RCA's within team & ensure team is regularly creating and utilizing these articles for reference for a quicker resolution.
- Lead is responsible for managing all the compliance and legal requirements/usage as required.
- Should be able to bring in new ideas and process metrics to bring in efficiency within team.
- Ad hoc availability and flexibility are essential parameters for ensuring smooth business operations when needed.
**Qualifications**:
- 5-7 years of experience in Salesforce and Production Support role.
- Bachelor's degree in Computer Science/IT or engineering. Post Graduate degree is a plus.
- Previous experience in a supervisory role is essential. Experience in managing people is preferred.
- Solid Salesforce platform knowledge and experience with Sales cloud is required.
- Experience with handling complex Salesforce systems, third party integrations, data loader, excel connector, Workbench/SF Inspector is preferred.
- Thorough understanding of platform and relationships along with knowledge on writing/understanding SOQL queries on Salesforce database is needed.
- Experience with Apttus/Conga CPQ or any other CPQ is desirable.
**The key competencies for this position include**:
- Ability to drive team performance by leading and inspiring individuals is essential.
- Experience in training and coaching other team members & delivering presentations as required.
- Has the ability to motivate team members with strong work ethic during challenging times.
- Superb analytical skills and persistence in problem solving.
- Working knowledge of Windows based software (Excel, Access, Word, etc.).
- Exposure to financial industry, banking and/or financial markets is advantageous.
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.
