Application Support Specialist I

The Application Support Specialist I is a key member of the IT team and is to be the main point of contact for all end-users, providing global day-to-day end-user support and assisting users with proactive best practices to enhance and increase their knowledge of supported applications.

Core Responsibilities & Essential Job Functions

• Provide production support for assigned applications. Troubleshoot existing functionality i.e., process, configuration, workflows and validation rules based on documented steps. Create new documentation for End User Training based on frequency of Issues logged.

• Meet published SLAs for incidents and problems.

• Provide excellent customer service and support to end-users (internal and external).

• Queue and ticket management (timely responses, follow ups, ticket linking and major incident triage).

• Participate in team scrums, provide updates, assess impact to team, communicate issues.

• Provide User Access Management. Establish and maintain employee roles, profiles/responsibilities and data tables within Salesforce to ensure systems are operating on up-to-date and accurate data. Includes new hire on-boarding, internal transfer role modification, password resets, Single-Sign On (SSO) access and employee off-boarding.

• Manage reports and dashboard access.

• Work with development team to design and implement innovative solutions with a focus on adhering to standards, best practices and code quality techniques.

• Provide support for application deployment activities. Assist with triaging and fixing defects for planned releases and production, including regression testing of functionality/ code. Support Xolv project release communications.

• Prioritize, plan, and execute special projects as needed - including reporting, data clean-up, SFDC modifications, managing and setting up security settings, object customization, fields, record types, page layouts, validations, etc.

• Provide application training to end-users (as required) and coach teammates using standard methodology with the goal of introducing and maintaining consistent, repeatable and scalable administrative methodology throughout the team.

• Stay current on Salesforce releases, new features, product roadmaps and applications available from 3rd parties on the Salesforce AppExchange.

• Stay current on Salesforce best practices.

• Create, monitor and maintain documentation on processes, policies, configurations, controls, and training materials as the platform evolves.

• Have a thorough understanding of the approval process, including approval process creation and validation for various business requirements. Propensity to edit existing approval processes per the enhancement requests and / or functionality change.

Qualifications

Minimum Education, Experience & Training Equivalent to:

• 3+ years' providing superior customer support to end-users.

• Proven ability to effectively communicate and resolve issues through a combination of tools (email, phone, and remote desktop).

• Experience working in Jira and Confluence.

Preferred Experience

• Salesforce Administrator Certification, verified.

• Proven Salesforce Administration experience (100+ users) and 3+ years of experience as a Salesforce Admin.

• 3+ years' advancing technical skills while focused on the resolution of internal end user needs.

• Proven ability to troubleshoot and resolve a wide range of hardware or software issues.

• Strong understanding of Salesforce best practices.

• Experience with large data sets and use of tools such as Data Loader, Data Import Wizard for updates, inserts, deletes.

Knowledge & Skills:

• Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
• A commitment to the values of the organization while demonstrating good judgment, flexibility, patience

and discretion when dealing with confidential and sensitive matters.

• Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.

• Consistently demonstrate good judgment and decision-making skills while maintaining the highest level of confidentiality.

• Work in an exciting, fast paced high energy environment while effectively multitasking and managing day-to-day responsibilities without supervision.

• Personable; able to work comfortably with individuals at all levels within the organization.

• Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.

• Proven end-user support of applications built on or within Salesforce.com.

• Strong understanding of Salesforce data models and applying knowledge to heavily customized applications.

• Able to meet deadlines, communicate delays, clarify ambiguous situations.

• Excellent problem solving, organizational, interpersonal, and oral/written communication skills.

• Aptness to troubleshoot system, process and data issues.

• Solid understanding of designing Salesforce custom reports.

• Attention to detail and a commitment to quality.

• Possess strong project management and task organization skills necessary to balance multiple priorities and tasks.

• Aptitude to think clearly under pressure.

• Basic knowledge of relational databases & salesforce custom objects.

• Must be highly detail oriented.

• Strong interpersonal skills.

Physical Requirements:

• Must be able to communicate effectively within the work environment, read and write using the primary language within the workplace.

• Visual and auditory ability to work with clients, staff and others in the workplace continuously.

• Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.

• Utilize computer, cell phone (iPhone) and telephone with access to appropriate remote workspace for potentially engaging in confidential matters.

CONDITIONS OF EMPLOYMENT

• Must be legally authorized to work in the United States without restriction.

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ).

• Ability to obtain and maintain clearance through the Office of Inspector General.

• Must attend any required training.

Company: Xolv

#Xolv

#LI-JM1

Time Type:

Full time

Compensation:

$98,000 - $115,000 Annually

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.

Catalight is an equal opportunity employer.