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. This position involves coordinating prompt and effective responses to incidents to minimize disruptions, reduce business impact, and ensure service reliability.

Requirements

• 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.
• Bachelor’s degree in information technology, computer science or equivalent.
• Minimum of 3 to 5 years of experience in IT Service management, with a focus on Incident Management.
• Exceptional written and verbal communication skills, effective with both technical and non-technical stakeholders.
• Relevant experience in application support.
• ITIL v3 or ITIL 4 Foundation certification is preferred.
• Experience in service management tools (e.g., ServiceNow, Salesforce, BMC Remedy)

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.