Production Support Analyst: Salesforce & OMS (Hybrid)

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

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.