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For Companies At a Glance
- Tasks: Lead software upgrades, resolve critical issues, and support client onboarding.
- Company: Join S&P Global Market Intelligence, a leader in data and technology solutions.
- Benefits: Enjoy health coverage, flexible time off, continuous learning, and family-friendly perks.
- Why this job: Be part of a team that transforms data into insights and drives global progress.
- Qualifications: 5+ years in technical support, strong EDM knowledge, and excellent communication skills required.
- Other info: Work in a diverse, global team committed to innovation and equity.
The predicted salary is between 48000 - 72000 £ per year.
The Service Delivery team is responsible for ensuring that the EDM Hosted Service delivered to clients efficiently and effectively. This team typically focuses on managing client relationships, coordinating service operations, and resolving any issues that may arise. They work collaboratively to meet client needs, maintain quality standards, and drive continuous improvement in service offerings. Overall, the service delivery team plays a crucial role in enhancing client satisfaction.
Responsibilities and Impact:
- Software Upgrade Coordination: Support clients in upgrading to newer versions of EDM, ensuring a smooth transition and minimal disruption to their operations.
- Critical Issue Review: Provide support for critical issues, working closely with clients to resolve complex technical problems efficiently.
- SLA Reviews: Review EDM solutions that are experiencing performance degradation, providing detailed feedback and recommendations for improvement to enhance service delivery.
- Client Technical Calls: Act as a technical resource during support calls with clients, addressing their inquiries and discussing more technical topics to ensure clarity and understanding.
- Onboarding Support: Evaluate the readiness of clients for onboarding to be supported by our Business as Usual (BAU) teams, ensuring that all necessary preparations are in place.
- Escalation Management: Provide support on client escalation calls, reviewing Root Cause Analyses (RCAs) to identify areas for improvement and prevent recurrence of issues.
What We’re Looking For:
- 5+ years of experience in technical support or implementation EDM roles.
- Strong knowledge of EDM solutions and experience in managing software upgrades.
- Proven experience in handling critical issues and escalations, with a focus on client satisfaction and technical problem-solving.
- Excellent communication skills, with the ability to convey complex technical information to non-technical stakeholders.
- Strong analytical skills and attention to detail, particularly in reviewing SLAs and performance metrics.
- Ability to work collaboratively in a global team environment, managing multiple priorities in a fast-paced setting.
- University Degree or equivalent in a relevant field (e.g., Computer Science, Information Technology).
Benefits:
- 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.
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.
EDM Service Readiness Lead employer: S&P Global
Contact Detail:
S&P Global Recruiting Team
reportfraud@spglobal.com
StudySmarter Expert Advice 🤫
We think this is how you could land EDM Service Readiness Lead
✨Tip Number 1
Familiarise yourself with EDM solutions and their upgrade processes. Understanding the technical aspects will not only help you during interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with current or former employees of S&P Global, especially those in the Service Delivery team. They can provide valuable insights into the company culture and expectations for the EDM Service Readiness Lead position.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled critical issues and escalations in previous roles. Highlighting your problem-solving skills will be crucial in showcasing your fit for this position.
✨Tip Number 4
Brush up on your communication skills, particularly in explaining complex technical information to non-technical stakeholders. This is a key aspect of the role, and demonstrating this ability can set you apart from other candidates.
We think you need these skills to ace EDM Service Readiness Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and EDM solutions. Emphasise your skills in managing software upgrades and resolving critical issues, as these are key responsibilities for the role.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about the role of EDM Service Readiness Lead. Mention specific experiences that demonstrate your ability to enhance client satisfaction and manage escalations effectively.
Showcase Communication Skills: Since excellent communication is crucial for this position, provide examples in your application that illustrate your ability to convey complex technical information to non-technical stakeholders.
Highlight Analytical Skills: Detail your experience with reviewing SLAs and performance metrics. Use specific examples to show how your analytical skills have led to improvements in service delivery or client satisfaction.
How to prepare for a job interview at S&P Global
✨Showcase Your Technical Expertise
As an EDM Service Readiness Lead, you'll need to demonstrate your strong knowledge of EDM solutions. Be prepared to discuss your experience with software upgrades and how you've successfully managed technical issues in the past.
✨Communicate Clearly
Excellent communication skills are crucial for this role. Practice explaining complex technical concepts in simple terms, as you will often need to convey information to non-technical stakeholders during client calls.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you've handled critical issues and escalations. Prepare specific examples that highlight your analytical skills and attention to detail, particularly in reviewing SLAs and performance metrics.
✨Demonstrate Collaborative Spirit
This role requires working in a global team environment. Be ready to discuss your experience in collaborating with diverse teams and managing multiple priorities, showcasing your ability to thrive in a fast-paced setting.
