CPQ Engineer

LSEG offers essential platforms, financial data services and trading venues for various clients such as businesses, governments, and investors around the globe. The real-time market data, indices, analytics, and news services LSEG supplies allows traders and investors understand market conditions and trends. We deliver the infrastructure, data, and analytics that market participants rely on to make confident, informed investment decisions. LSEG is dedicated to empowering economies and enabling sustainable growth by incorporating environmental, social, and governance (ESG) factors into its operations and offerings. In this role, you will be joining our Service Excellence team within Application Operations, Corporate Technology (CT) as a Support Engineer – Corporate Technology:

• Take end-to-end Ownership of Application Support for Production issues resolution.
• Possess hand-on experience in ServiceNow, including incident management, problem resolution and workflow automation to enhance IT service delivery.
• Escalates complex problems to the L3 level of expertise within organization, along with observations from investigative and diagnostic assessments.
• Co-ordinating in the investigation of repeated technical issues affecting user system and seeing through to resolution.
• Ensuring an acceptable level of IT operations performance and error risk in line with service level agreements (SLAs).
• Provide some periodical and/or emergency support (i.e. on-call support), as may be needed from time-to-time.
• Advance incidents/failures to Level 3 Support or Capability in line with the defined escalation process and drive the closure within the SLAs.
• Provide regular and high-quality updates to the customer on the progress on the incidents, including SLA breaches.
• Continuously review operating metrics and data to see opportunities to improve.

Education and Professional Skills

• Professional qualification or equivalent.
• BS/MS degree in Computer Science, Software Engineering or STEM degree (Desirable).
• Solid English reading/writing capability required.
• Basic knowledge of ITIL process.
• Good communication & articulation skills.
• Curious about new technologies and tools, creative thinking and initiative taking.
• Customer centricity.
• Strategic ability to define technical direction in the portfolio of products including technical strategies and plans and execution plans.
• Good communication skills.

Detailed Responsibilities

• Work closely with senior and junior engineers in Service Excellence Team and coordinate the efforts with lead and manager of the team.
• Must interact with global teams in time zones spanning UK, US, APAC areas.
• Resolve customer service issues and thoughtfully handle complex customer service problems.
• Lead customers: expectations and experience in a way that results in high customer satisfaction.
• Assist with the design and delivery of product and other technical training.
• Review support cases for technical and troubleshooting accuracy.
• Define and describe technical standard processes.
• You will also be asked to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.
• Design, develop, test, deploy, and maintain complex workflows rules, validation rules, formulas, custom workflow, automated approvals, process builder, page layouts, custom fields/objects, and other Salesforce.com customizations based on industry guidelines as well as business needs.
• Develop highly interactive UI using Lightning Design System, Visual force, JavaScript, and jQuery technologies.
• Ongoing systems administration, configuration, end-user support and maintenance of Salesforce.com and other related tools
• Create/maintain user accounts and interact with end-users to fix and resolve issues and questions.
• Day to day maintenance and support of Salesforce including complex product and pricing rules and guided selling workflows.
• Solve and fix defects for planned releases and production issues, research and find opportunities to apply SFDC standard processes, guidelines to improve system productivity, scaling, and monitoring.
• Understanding of Incident Management, Problem Management processes.

LSEG is committed to offering competitive Compensation and Benefits. Please be aware base salary ranges may vary by geographic location, city and state. In addition to our offered base salary, this role is eligible for our Annual Incentive Plan (AIP/“bonus plan”). Target AIP rates will be commensurate with role level and posted career stage. Individual salary will be reflective of job related knowledge, skills and equivalent experience. LSEG roles (excluding internships and part-time roles of less than 20 hours per week) are typically eligible for inclusion in our LSEG Benefits program, which includes offerings of: Annual Wellness Allowance, Paid time-off, Medical, Dental, Vision, Flex Spending & Health Savings Options, Prescription Drug plan, 401(K) Savings Plan and Company match. LSEG’s Benefits plan also includes basic life insurance, disability benefits, emergency backup dependent care, adoption assistance commuter assistance etc. LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject. If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice. Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject. If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.