Level II Salesforce Application Support Analyst

Yoh, A Day & Zimmermann Company; Irving (TX); Hybrid; USD 56,000 - 85,000; Full time

Benefits offered by this job

Medical, Prescription, Dental & Vision

Health Savings Account (HSA)

Life & Disability Insurance

401K Retirement Savings Plan

Direct Deposit & weekly epayroll

Referral Bonus Programs

Certification and training

Job summary

Yoh, a Day & Zimmermann company, seeks a Level II Salesforce Application Support Analyst to provide production support for CRM, OMS, and WMS systems in a hybrid Irving, TX environment. You will triage incidents, partner with IT and business stakeholders, and ensure SLAs are met.

The role requires 3–4 years of hands-on support experience, strong SQL, API, and integration troubleshooting, and ServiceNow ticketing expertise.

Qualifications

• Bachelor’s degree 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.

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; elevate 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.

Skills

SQL

APIs

ITSM

ServiceNow

Troubleshooting

Collaboration

Communication

Education

Bachelor’s degree or equivalent experience

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; elevate 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

What’s In It for You?

Benefit eligibility is in accordance with applicable laws and client requirements.

• 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