Salesforce & Enterprise Apps 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

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.