Production Support Analyst

BravoTECH; Irving (TX); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

BravoTECH in Irving, TX is seeking an Application Support Analyst to join a fast-paced team delivering production support for critical business applications, ensuring SLAs are met and issues resolved.

You will work with Salesforce and IBM Sterling OMS, handle ITSM tickets in ServiceNow, and collaborate with onshore/offshore partners to drive stable operations.

Relocation assistance is provided.

Qualifications

• 3–4 years of hands-on applications/support experience.
• Experience supporting Salesforce and/or IBM Sterling OMS in production.
• 3+ years supporting remote and local users in large environments.
• Proficient in troubleshooting order, status, and integration issues.
• Strong written and verbal communication and customer service skills.

Responsibilities

• Provide Level 1/2 production support for core applications, with focus on Salesforce and Sterling OMS.
• Handle ITSM/ServiceNow tickets, classify, triage, and resolve 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 escalate 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

Sterling OMS support

ITSM/Ticketing

Remote user support

Customer service

Tools

ServiceNow

Job description

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

No C2C or third-party applicants.

Role: Application Support Analyst

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 elevate 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.