Production Support Analyst

BravoTECH; Irving (TX); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

BravoTECH in Irving, TX is seeking a Production Support Analyst to keep critical business applications running smoothly. You’ll be the go-to resource for resolving user issues, with emphasis on Salesforce and IBM Sterling Order Management in a production environment.

Responsibilities include handling ITSM/ServiceNow tickets, triaging incidents, and ensuring SLAs are met while collaborating with onshore and offshore IT partners in a growth‑oriented setting. Relocation assistance is provided.

Qualifications

• 3-4 years of hands-on applications, system, or technical support experience.
• Proven ability to support Salesforce and/or IBM Sterling Order Management System in a production environment.
• 3+ years supporting remote and local users in environments with 100+ users.
• Strong troubleshooting and problem-solving skills, including experience resolving order, status, and integration issues.
• Excellent written and verbal communication plus customer-service skills.
• Strong organizational skills with the ability to prioritize, multi-task, and work in a fast-changing environment.
• Experience using ServiceNow (or similar ITSM tools) for ticket management and reporting.

Responsibilities

• Provide Level 1/2 production support for core applications, with primary focus on Salesforce and/or Sterling OMS (highest ticket volume).
• Handle ITSM/ServiceNow tickets, incoming queries, and service requests- logging, classifying, triaging, and resolving incidents within defined SLAs.
• Investigate and resolve common production issues such as order failures, stuck/exception statuses, and integration problems.
• Perform daily ticket analysis, maintain clear records, keep requesters informed, and escalated complex issues to Level 3 as needed.
• Support additional platforms including BY WMS, iSeries, Boomi, and related systems.
• Identify process/system gaps, promote self-service tools, and contribute ideas for continuous improvement.
• Collaborate closely with IT and business partners while following SOPs and maintaining high client satisfaction.

Skills

Salesforce support

IBM Sterling OMS

ITSM / ticketing

Customer service

Tools

Salesforce

IBM Sterling OMS

ServiceNow

Boomi

BY WMS

iSeries

Job description

Candidates must be authorized to work in the U.S. without current or future sponsorship.

No C2C or third-party applicants.

Location: Irving, TX 75039 - Hybrid

Full-time | Direct Hire

Relocation assistance is also provided.

Overview:

Join a fast-paced team delivering high-quality production support that keeps critical business applications running smoothly. You'll be the go-to resource for resolving user issues, meeting SLAs, and ensuring seamless operations across key systems- while collaborating with onshore and offshore colleagues in a supportive, growth-oriented environment.

What You'll Do:

• Provide Level 1/2 production support for core applications, with primary focus on Salesforce and/or Sterling OMS (highest ticket volume).
• Handle ITSM/ServiceNow tickets, incoming queries, and service requests- logging, classifying, triaging, and resolving incidents within defined SLAs.
• Investigate and resolve common production issues such as order failures, stuck/exception statuses, and integration problems.
• Perform daily ticket analysis, maintain clear records, keep requesters informed, and escalated complex issues to Level 3 as needed.
• Support additional platforms including BY WMS, iSeries, Boomi, and related systems.
• Identify process/system gaps, promote self-service tools, and contribute ideas for continuous improvement.
• Collaborate closely with IT and business partners while following SOPs and maintaining high client satisfaction.

Requirements:

• 3-4 years of hands-on applications, system, or technical support experience.
• Proven ability to support Salesforce and/or IBM Sterling Order Management Systemin a production environment.
• 3+ years supporting remote and local users in environments with 100+ users.
• Strong troubleshooting and problem-solving skills, including experience resolving order, status, and integration issues.
• Excellent written and verbal communication plus customer-service skills.
• Strong organizational skills with the ability to prioritize, multi-task, and work in a fast-changing environment.
• Experience using ServiceNow (or similar ITSM tools) for ticket management and reporting.