The Sr Salesforce Application Support Analyst will act as the lead for Salesforce support, providing measurable statistics, and provide regular communications with business owners regarding system issues. This position will also work closely with business owners to help prioritize issues, create SLA’s, and organize and manage maintenance windows. They will also be the first line of escalation for the business owners.

The position will also be the technical escalation for the Application Support Analysts. Position will work with the user community to identify business issues, develop timelines for minor project deliverables, participate in major projects from time to time and assist with application testing.

The Sr Salesforce Application Support Analyst will perform all the duties of the Support analyst in addition to serving as team leader and overseeing team initiatives.

The Sr Salesforce Application Support Analyst will deliver Five Star Service by applying proven analytical, and problem-solving skills to identify, communicate, and resolve issues to minimize disruption of services. The Sr Salesforce Application Support Analyst is responsible for enterprise application support activities including maintenance, administration, and root cause analysis. In addition, they will work closely with the Service Desk and Network Operations Center to provide third tier operational support and to ensure timely and efficient resolution of application-related incidents and service requests. The Sr Salesforce Application Support Analyst will also support the process of planning enterprise application changes and will test, implement, and monitor required changes in line with agreed change plans.

Essential Duties and Responsibilities:

• As the gatekeepers of the Production environment Application Support Analysts are responsible for ensuring the Change Management guidelines/policies are adhered to for all systems deployed to Production utilizing foresight to anticipate and address potential issues before they become issues.
• Provide high level application and technical support to customers, partners and internal resources including 24×7, high-availability, systems.
• Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain enterprise applications, and to investigate and resolve application-related incidents.
• Fully document applications and related business systems including but not limited to: architecture diagrams, system configuration, environment setup, troubleshooting and all specific information related to ongoing support and maintenance of the systems.
• Follows up with various IT teams to ensure issues are resolved efficiently and accurately.
• Provide onsite and remote technical assistance to end user requests logged via the ticketing portal, documenting troubleshooting steps and resolution.
• Communicates directly with internal customers via phone, email, or in-person to better understand the issue. Adheres to policies to record, track progress, and escalate application issues.
• Maintain application support technical documentation
• Operations are 7x24X365, requiring flexible schedules.
• On-call availability, on a rotational basis, is a requirement of this role.
• Share knowledge and expertise with others and supporting team members as required.
• Provide timely communication to business partners on the status of their service requests and incidents.
• Ability to participate in multiple projects simultaneously while adhering to tight schedules.
• Contribute to and maintain a knowledge base of previous support issues.
• Responsible for managing individual and team ticket queues to ensure SLA’s and KPI objectives are met.
• May perform other additional duties and responsibilities as assigned.
• Own the Vendor relationship and drive results with them in a timely manner.

Job Requirements

• The ideal candidate will be well versed in supporting Salesforce with 2 to 5 years years supporting the salesforce platform.
• Experience of hands-on support in Windows based enterprise application environments
• Knowledge of Windows Server environments, IIS, and SQL Server
• Basic scripting, programming and T-SQL preferred
• At least 5 years of information technology experience in a large scale, complex technical environment.
• Experience and confidence in working will all levels of management acting as the central point of contact for production issues.
• Excellent verbal and written communications skills, including the ability to create organized and informative reports, as well as comprehensive, accurate documentation.
• Excellent time management and organizational skills.
• Must be analytical and possess excellent problem-solving skills.
• Extraordinary customer service and relationship management experience.
• A history of working independently without close supervision.
• Ability to understand and determine when issues should be escalated to a higher level.
• Strong sense of ownership and ability to follow tasks through to completion.
• Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.
• Ability to prioritize and schedule assigned support activities and tasks.
• Skilled in problem diagnosis and resolution.

Minimum Requirements:

• Must be 21 years of age or older to apply
• Ability to work as part of an effective and highly skilled team and be self-motivated.
• Willingness to learn new technologies and maintain industry knowledge.
• Familiar with hospitality industry concepts, practices, and procedures in a similar resort setting.
• Ability to commute to multiple office locations as needed.
• Ability to work with cross-functional teams and vendors.
• Professional appearance and demeanor.
• Must be able to obtain and maintain any licensing or active work cards required, at present or in the future, for this position at all times.
• Two years of experience in Project Management preferred.

Education and Certification Requirements:

• Bachelor’s Degree in a related field or the equivalent combination of education, professional training or work experience.
• ITIL Foundations preferred.