Candidates must be authorized to work in the U.S. without current or future sponsorship.
No C2C or third-party applicants.
Role: Application Support Analyst (Salesforce )
Location: Irving, TX 75039 - Hybrid
Full-time | Direct Hire
Relocation assistance is also provided.
Overview:
Join a fast-paced team delivering high-quality production support that keeps critical business applications running smoothly. You’ll be the go-to resource for resolving user issues, meeting SLAs, and ensuring seamless operations across key systems—while collaborating with onshore and offshore colleagues in a supportive, growth-oriented environment.
What You’ll Do:
- Provide Level 1/2 production support for core applications, with primary focus on Salesforce and/or Sterling OMS (highest ticket volume).
- Handle ITSM/ServiceNow tickets, incoming queries, and service requests—logging, classifying, triaging, and resolving incidents within defined SLAs.
- Investigate and resolve common production issues such as order failures, stuck/exception statuses, and integration problems.
- Perform daily ticket analysis, maintain clear records, keep requesters informed, and escalate complex issues to Level 3 as needed.
- Support additional platforms including BY WMS, iSeries, Boomi, and related systems.
- Identify process/system gaps, promote self-service tools, and contribute ideas for continuous improvement.
- Collaborate closely with IT and business partners while following SOPs and maintaining high client satisfaction.
Requirements:
- 3–4 years of hands-on applications, system, or technical support experience.
- Proven ability to support Salesforce and/or IBM Sterling Order Management Systemin a production environment.
- 3+ years supporting remote and local users in environments with 100+ users.
- Strong troubleshooting and problem-solving skills, including experience resolving order, status, and integration issues.
- Excellent written and verbal communication plus customer-service skills.
- Strong organizational skills with the ability to prioritize, multi-task, and work in a fast-changing environment.
- Experience using ServiceNow (or similar ITSM tools) for ticket management and reporting.