Provide a superior customer experience in all interactions with stakeholders.- Resolve assigned tickets within SLA deadlines.- Provide documented root cause analysis and properly document all requests and issues within tickets utilizing support of multiple ticketing platforms such as Salesforce, Service Now and Jira.- Facilitate discussion with stakeholders, development, 3rd party teams, while handling high priority cases.- Coordinate with Moodys Delivery Leads to setup monthly governance meetings with the business sponsors to develop a plan for continuous service improvement- Prioritize production incidents, requests, and problems appropriately, to maximize the output of the Production Support team and minimize service disruption.- Identify long term trends, prioritize RCA queues and work with Business Systems Management team to prioritize development effort for periodic releases.- Act as a first point of escalation and provide up-to-date status to all stakeholders including senior management on incidents and requests across Salesforce Applications.- Collaborate with the Production Support team to establish best practices and improve performance.- Oversight of ITSM toolset ensuring SLAs on incidents, requests and problem records are met and their details are accurate.- Weekend Duty manager role as part of a global rotation, act as point of escalation for major incidents.- This position requires the individual to be flexible in availability to provide support in shifts in line with business needs.- Meet individual and team goals and service levels.- Document and maintain procedures.- Actively participate in team meetings and discussions.- Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field.- 3 + years of experience in Software Development and support role within the financial sector.- Technical Experience with Oracle Enterprise Performance Management 11.2, Essbase Calc manager, MAXL, DRM and SmartView.- Strong knowledge of Microsoft SSRS, SSIS, data warehouse, multiple database platforms, and ETL expertise.- Proficient in SQL and PL/SQL Query writing skills, understanding of SQL Databases (Microsoft SQL) and No SQL database.- strong familiarity with systems automation principles with intermediate hands-on experience with scripting technologies (Python, VBA, Perl, PowerShell, VBS, etc.).- Sound knowledge on different software workload automation and monitoring tools like (BMC Remedy, Control M, Tivoli Workload Scheduler, Nagios and Splunk).- Experience with data quality tools and methods (such as data profiling, validation, cleansing, etc., via SQL/SOQL).- Data reconciliation processes knowledge is a plus.- ITIL v3 Foundation certification preferred.- Business process knowledge and work experience with ERP / Cloud systems within SAP, HCM, Finance and CRM domains.- Business Analysis experience is a plus.- Strong problem-solving skills and attention to detail.- Ability to work in a fast-paced environment and meet deadlines.- Highly organized and detail oriented with strong analytical skills and comfortable with Agile deliverability methodology.- Ability to remain flexible and manage competing priorities under demanding deadlines.- Strong interpersonal and teamwork skills, as well as excellent oral and written communication skills.- Ability to summarize and report on complex data in a concise manner and ability to identify trends and ensure consistency.- Strong technical skills required to create and maintain analysis and reporting (e.g., Excel, PowerPoint, etc.).- Strong sense of ownership of the work product.- This position requires the individual to be flexible in availability to provide support in shifts in line with business needs.Technology Services Group - EBS OperationsMoody'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 is a global integrated risk assessment firm that empowers organizations to make better decisions.
