Senior Product Analyst

They really want to see candidates that have hands-on experience with Tableau, Snowflake, SQL, Python, or comparable data analysis tools and strong experience supporting Salesforce or other enterprise CRM platforms.

Morgan Stanley Investment Management (MSIM) is seeking a highly motivated Production Management Lead/Senior Business Systems Analyst to join the Client Data Platform (CDP) Technology team.

The role will serve as a key liaison between Business, Production Management, and Development teams, ensuring the stability, integrity, and continuous improvement of the CDP and Salesforce platforms supporting global Distribution, Marketing, Operations, Investor Services, Client Relations, and Product Management organizations.

This position requires a combination of production management expertise, business analysis skills, stakeholder management capabilities, and strong knowledge of Salesforce-based CRM platforms.

Key Responsibilities

Production Management & Operational Excellence

• Own day-to-day L3 production management activities for the MSIM Client Data Platform and Salesforce ecosystem.
• Monitor platform health, data feeds, automated batch processes, and critical business workflows.
• Perform proactive production monitoring, alert review, issue triage, and service restoration activities.
• Drive incident, problem, and outage management processes while ensuring timely communication to stakeholders.
• Partner with L1/L2 support teams to improve resolution efficiency and operational maturity.
• Participate in on-call support rotations for critical production incidents.

ServiceNow & Request Management

• Manage intake and prioritization of business requests through ServiceNow.
• Perform detailed analysis of incidents, defects, enhancements, and data-related requests.
• Ensure SLA adherence and effective ticket lifecycle management.
• Create and maintain comprehensive analysis documentation for Development teams.
• Drive ticket governance, reporting, metrics, and operational reviews.

Business Analysis & Requirements Management

• Partner directly with business users to understand operational challenges and enhancement opportunities.
• Conduct business and data analysis to identify root causes and recommend solutions.
• Develop business requirements, functional specifications, process flows, and use cases.
• Collaborate with product owners and development teams to translate requirements into executable solutions.
• Facilitate workshops, stakeholder meetings, and requirement-gathering sessions.

Salesforce & CDP Subject Matter Expertise

• Serve as a CDP and Salesforce SME for business users and technology teams.
• Analyze issues related to Accounts, Contacts, Firms, Interactions, Campaigns, Territories, Coverage, Data Quality, and Reporting.
• Support user onboarding, training, and knowledge-sharing initiatives.
• Maintain operational documentation and knowledge repositories.

Release & Change Management

• Support end-to-end release management processes for Salesforce and CDP applications.
• Coordinate release planning, validation testing, approvals, deployment readiness, and post-production verification.
• Manage TCMs, JIRA workflows, release documentation, and change controls.
• Partner with developers, QA teams, infrastructure teams, and production support teams to ensure successful deployments.

Data Quality & Governance

• Perform data validation and data quality reviews across client, account, contact, and product datasets.
• Investigate data discrepancies and partner with source system owners to drive resolution.
• Support governance initiatives and operational controls.
• Contribute to reporting, audit readiness, and risk management activities.

Stakeholder Management

• Build strong relationships with Sales, Marketing, Operations, Product Management, Client Relations, Investor Services, Data Governance, and Technology stakeholders.
• Provide executive-ready status updates and operational reporting.
• Act as a trusted advisor for production inquiries, operational improvements, and platform enhancements.

Required Qualifications

• 7+ years of experience in Production Management, Business Analysis, CRM Technology, or Application Support.
• Hands on experience with Tableau, Snowflake, SQL, Python, or data analysis tools.
• Strong experience supporting Salesforce or enterprise CRM platforms.
• Experience with ServiceNow, Jira, and Agile delivery methodologies.
• Strong analytical and problem-solving skills.
• Experience performing root cause analysis and incident management.
• Ability to work directly with senior business stakeholders.
• Strong verbal and written communication skills.
• Proven experience managing multiple priorities in a fast-paced environment.

Preferred Qualifications

• Financial Services or Asset Management experience.
• Experience supporting client, contact, account, sales, marketing, or distribution platforms.
• Knowledge of investment management business processes.
• Understanding of release management, change management, and production governance frameworks.