Customer Excellence Incident Specialist

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About the Role:

Grade Level (for internal use): 10

The Role: Customer Excellence Incident Specialist

The Customer Excellence Incident Specialist plays a key role in managing and resolving major client facing incidents to ensure operational stability and superior customer satisfaction. You will act as the central point of contact for incident reporting, escalation, communication, resolution, collaborating across teams to address issues efficiently and minimize business impact.

The Team: The CX Incident Management Team is a dedicated group responsible for overseeing, managing, and resolving incidents that impact the overall customer experience. This team acts as the central point of coordination during incidents, working closely with cross-functional teams such as Technology, Operations, and Product Management to investigate and resolve issues effectively.

The Impact: The Incident Specialist is pivotal in ensuring operational efficiency, maintaining client satisfaction, and trust. This position involves coordinating prompt and effective responses to incidents to minimize disruptions, reduce business impact, and ensure service reliability. Through clear and transparent communication, the Incident Manager keeps clients informed and reassured during critical situations. This role is essential for building strong client relationships, aligning incident management practices with organizational objectives, and enhancing the overall customer experience, making it a key contributor to the organization's long-term success.

What's in it for you:

Become a key support partner of the global Commercial organization of S&P Global Commodity Insights, the energy and commodities division of a Fortune 500 company.

Directly interact and collaborate with global stakeholders based on your regional assignment, spanning our main offices in Singapore, London, New York, and Houston, as well as satellite offices in dozens of other cities.

Well defined workflows combined with evolving priorities enable you to strike a healthy work-life balance and continuous growth.

Develop expertise and knowledge, positioning you well in a variety of future roles in Client Experience, as well as broader Commercial Operations and Technology functions.

Responsibilities:

1. Lead end-to-end incident management process for Customer Experience.
2. Clearly and concisely communicate the status, resolution, and impact of the incident to internal stakeholders.
3. Facilitate timely communication to customers to help manage their experience using our communication tool.
4. Coordinate rapid response teams to investigate and resolve high-priority incidents.
5. Partner with service delivery teams to optimize processes and tools for incident management.
6. Monitor incident trends and suggest proactive measures to reduce recurrence.
7. Extend beyond routine incident handling, with responsibilities including, but not limited to, seamless project execution of migration initiatives, and driving retention efforts.

What We're Looking:

1. Proven experience of solving major incidents with the ability to lead through influence, work calmly and systematically under pressure, and collaborate effectively with colleagues to achieve the best outcomes for the business and customers.
2. Bachelor's degree in information technology, computer science or equivalent.
3. Minimum of 3 to 5 years of experience in IT Service management, with a focus on Incident Management.
4. Exceptional written and verbal communication skills, effective with both technical and non-technical stakeholders.
5. Relevant experience in application support.
6. ITIL v3 or ITIL 4 Foundation certification is preferred.
7. Experience in service management tools (e.g., ServiceNow, Salesforce, BMC Remedy).
8. Technology related analytical skills and troubleshooting expertise (Root Cause Analysis, Troubleshooting and Diagnostics).
9. Ability to work in shifts (EMEA, US Shifts)

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.

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:

1. Health & Wellness: Health care coverage designed for the mind and body.
2. Flexible Downtime: Generous time off helps keep you energized for your time on.
3. Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
4. 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.
5. 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.
6. 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.

Inclusive Hiring and Opportunity at S&P Global: At S&P Global, we are committed to fostering an inclusive workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and equal opportunity, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Equal Opportunity Employer: S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)