Production Support Analyst: Salesforce & OMS (Hybrid)

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

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.