Salesforce Application Support Analyst

What You’ll Do

• Provide customer-facing support and problem resolution - troubleshoot production issues, identify and address the root cause, and work with engineering teams to get the resolution deployed to production.
• Take ownership of assigned tasks, following through on assignments until issues are resolved and closed.
• Build, develop, and grow relationships with users and other stakeholders
• Demonstrating the ability to research, document, and prioritize issues, leveraging internal tools, escalating to internal teams as necessary, and prioritizing and managing time effectively in a fast-paced environment.
• Provide Level 1 end-user support for escalations and ensure IT service levels are maintained.
• Adhere to established agile methodology, SDLC, support, and service management policies and procedures.
• Develop and maintain knowledge base documentation.
• Ability to adapt to a high-paced, high-volume environment with shifting priorities. Multitasking and performing effectively under pressure through strong time management skills

What You’ll Need

• Bachelor's degree in Information Technology, Computer Science, or equivalent work experience.
• Excellent interpersonal, verbal, and written communication skills.
• Experience working within the Salesforce architecture
• Experience with reading/writing HTML, APEX, JavaScript, and CSS
• Demonstrated ability to solve problems, determine appropriate actions, and complete tasks.
• Ability to work independently, with minimal supervision.
• Working knowledge of database design and proficient in SQL.
• Strong customer service and problem-solving skills, including demonstrated ability to analyze issues and to work effectively with cross-functional groups to craft solutions
• Knowledgeable of software development experience utilizing modern development tools and technologies – Microsoft .NET (C#), Azure Cloud, PHP, Full-Stack architecture, development, and execution
• 1-2 years of experience working with various SDLC methodologies such as Waterfall Agile (Scrum and Kanban); experienced in the use of standard agile tools.
• Demonstrate ability to learn new technologies quickly
• Knowledgeable of financial terminology
• Familiarity with IT tools (i.e., IT ServiceDesk, JIRA Software, JIRA Confluence, etc.)
• Familiarity with collaboration tools (i.e., Teams, Zoom, etc.)
• Familiarity with Saleforce.com - Understanding of Objects (Standard and Custom), navigating between Classic and Lightning modes, and researching issues related to APEX triggers and classes, as well as understanding how to research issues using flows, process builder, workflows, metadata, and data models, etc.
• Participate in evenings and weekends on-call rotation coverage
• Work evening shift of 12:00 PM – 9:00 PM (EST)