Level II Salesforce Application Support Analyst

Yoh Services LLC; Irving (TX); Hybrid; USD 56,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Health Savings Account (HSA)

Life & Disability Insurance

401K Retirement Savings Plan

Direct Deposit & epayroll

Referral Bonus Programs

Certification and training

Job summary

Yoh Services LLC in Irving, TX is seeking a Level II Salesforce Application Support Analyst to deliver production support for CRM, OMS, and related platforms. The role emphasizes incident management, triage, and collaboration with IT teams to resolve issues within SLAs.

The ideal candidate has hands-on experience with SQL, log analysis, API integrations, and ServiceNow ticketing, plus strong communication and customer focus. Hybrid work environment.

Qualifications

• Experience with SQL, log analysis, APIs, integrations, data troubleshooting, or system configuration.
• Resolve production incidents and common issues such as order failures and integration problems.
• Experience with ITSM ticketing using ServiceNow or similar platforms is required.
• Ability to support remote and onsite users in large environments and maintain SLA compliance.

Responsibilities

• Collaborate with onshore and offshore teams to track and manage support activities.
• Provide production support for core enterprise applications including CRM, OMS, WMS, and integration platforms.
• Manage incidents and service requests through an ITSM tool, ensuring SLA compliance.
• Perform intake, triage, and troubleshooting of user-reported issues; escalate complex problems as needed.
• Maintain documentation of incidents, resolutions, and system performance metrics.
• Analyze recurring issues to identify root causes and recommend improvements.
• Support system changes and releases while minimizing business disruption.
• Monitor application performance and ensure overall system reliability.
• Communicate updates to users and ensure high customer satisfaction.

Skills

SQL

Log analysis

APIs

Integrations

Data troubleshooting

System configuration

Education

Bachelor’s degree in technical field

Tools

ServiceNow

Job description

Level II Salesforce Application Support Analyst

Direct Hire | Irving, TX (Hybrid)

The Level 2 support resource should be able to resolve incidents; experience with SQL, log analysis, APIs, integrations, data troubleshooting, or system configuration.

The resource should be able to resolve common production issues, such as order failures, stuck or exception statuses, and integration-related problems.

MUST HAVE EXPERIENCE WORKING WITH SERVICENOW FOR TICKETING

The Application Support Analyst will provide production support for business-critical applications, ensuring system stability and enabling key business processes. This role serves as a primary support resource across multiple enterprise platforms, including CRM, order management, and warehouse management systems.

This position is responsible for delivering high-quality support to internal users by managing incidents, service requests, and inquiries through an ITSM platform. The Analyst will document issues, troubleshoot and resolve problems, and ensure adherence to SLAs and operational best practices.

Responsibilities

• Collaborate with onshore and offshore teams to track and manage support activities on a daily and weekly basis
• Provide production support for core enterprise applications, including CRM, OMS, WMS, and integration platforms
• Manage and resolve incidents and service requests through an ITSM tool, ensuring SLA compliance
• Perform intake, triage, and troubleshooting of user-reported issues; escalation complex problems as needed
• Maintain accurate documentation of incidents, resolutions, and system performance metrics
• Analyze recurring issues to identify root causes and recommend process or system improvements
• Support system changes and releases while minimizing disruption to business operations
• Monitor application performance, troubleshoot system issues, and ensure overall system reliability
• Communicate effectively with users, providing updates and ensuring a high level of customer satisfaction
• Adhere to IT standard operating procedures (SOPs) and security requirements
• Assist in identifying gaps in systems or processes that may impact data accuracy or performance
• Provide Level 1/2 support and coordinate with higher-level support teams for resolution
• Contribute to continuous improvement initiatives and promote efficient support practices

Requirements

• Bachelor’s degree in a technical field (or equivalent experience) preferred
• 3-4 years of hands-on experience in application or systems support
• Experience supporting enterprise applications in distribution, supply chain, or similar environments preferred
• Strong troubleshooting and problem-solving skills
• Experience working with ITSM tools (e.g., ServiceNow or similar platforms)
• Ability to support both remote and onsite users in environments with 100+ users
• Strong organizational skills with the ability to prioritize and manage multiple tasks
• Excellent communication and customer service skills
• Ability to collaborate effectively with IT teams and business stakeholders

Estimated Min Rate: $56000.00

Estimated Max Rate: $85000.00

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description.

All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

By applying and submitting your resume, you authorize Yoh to review and reformat your resume to meet Yoh's hiring clients' preferences. To learn more about Yoh's privacy practices, please see our Candidate Privacy Notice: https://www.yoh.com/privacy-notice

Stay Safe During Your Job Search Fraudulent recruiting communications have become increasingly common. Emails from Yoh recruiters will only come from an @yoh.com email address. Yoh will never ask candidates to pay fees, purchase equipment, send gift cards, or transfer funds as part of the recruiting or hiring process. If you receive a communication that appears suspicious or requests payment, contact Yoh directly before responding or sharing personal information.