Application Support Analyst

Job Description

Application Support Analyst
Location: Irving, TX | Friday Remote
Job Type: Full-Time | Direct Hire
Relocation: Available for non-local candidates
Interview: Virtual
Role Overview
We are looking for an experienced Application Support Analyst to provide L1/L2 production support for critical business applications. The primary focus will be Salesforce and/or Sterling OMS , troubleshooting production issues, managing ServiceNow tickets, and working with IT and business teams to maintain reliable operations.
Key Responsibilities

• Provide L1/L2 production application support , primarily for Salesforce and/or Sterling OMS.
• Troubleshoot and resolve application, order, status, and integration issues.
• Manage and resolve ServiceNow/ITSM tickets within required SLAs.
• Investigate issues such as failed orders, stuck orders, exception statuses, and system integrations.
• Perform ticket analysis, document resolutions, and escalate complex issues to L3 when necessary.
• Work with IT, business, onshore, and offshore teams to resolve production issues.
• Support related platforms such as BY WMS, iSeries, and Boomi .
• Identify recurring issues and recommend process or system improvements.

Must-Have Qualifications

• 3-4+ years of hands-on Application, Systems, or Technical Support experience.
• Hands-on L2 production support experience with Salesforce OR Sterling OMS - REQUIRED.
• Must have personally diagnosed and resolved production issues , not simply routed or escalated tickets.
• Experience troubleshooting:
  • Customer accounts and order management
  • Order failures and stuck orders
  • Exception/status issues
  • Application and integration issues
  • APIs or system integrations
• ServiceNow or similar ITSM experience for ticket management and incident resolution.
• Experience supporting 100+ users in remote and/or local environments.
• Strong troubleshooting and problem-solving skills.
• Strong communication and customer-service skills.
• Ability to manage multiple tickets, priorities, and deadlines.
• USC/GC work authorization required.

Salesforce Experience - Required Detail
Candidates with Salesforce experience must be able to explain:

• What types of L2 Salesforce tickets they personally handled.
• Experience with customer accounts and order management .
• Examples of resolving failed, stuck, or exception orders .
• Experience troubleshooting Boomi, API, or other integration issues .
• How they diagnosed and resolved issues rather than simply escalating them.
• Approximate ticket volume and type of Salesforce support provided.

SQL / SSMS Experience

• Experience with SQL/SSMS is strongly preferred .
• Candidates should be able to explain:
  • Where they used SQL/SSMS.
  • What they used it for.
  • Types of queries they performed.
  • Examples of data troubleshooting or validation they handled.

Preferred Qualifications

• Bachelor's degree in a technical field.
• Distribution or supply-chain industry experience.
• Experience with BY WMS, iSeries, or Boomi .
• Knowledge of APIs, log analysis, system integrations, data troubleshooting, or system configuration.
• Experience working in environments with onshore/offshore support teams.

IND123


Meet Your Recruiter

Khalid Vaani


About Irving, TX

Discover exciting job opportunities in the vibrant city of Irving, Texas! Known for its diverse community and thriving economy, Irving offers endless possibilities for career growth and development. With its close proximity to Dallas Fort Worth International Airport, major corporations, and charming neighborhoods like Las Colinas, Irving is the perfect place to advance your career. Explore job listings in this bustling city and be part of the dynamic energy that surrounds attractions like the Toyota Music Factory, the Irving Arts Center, and the Mustangs of Las Colinas sculpture. Embrace the blend of Texan hospitality and cosmopolitan flair that makes Irving a truly exceptional place to work and live. Take the next step in your career journey and find your perfect match in Irving, Texas!