Sr Application Specialist

Atlanta, GA 30319 | Direct Hire

Post Date: 03/21/2018 Job ID: 49063 Industry: Application Support

Sr Application Support Specialist

Customer Service • Provide high degree of customer focus and attention to the staff, our customers • Review and triage incoming Help Desk tickets with a sense of urgency • Communicate to customers clearly by avoiding IT jargon and using an easy to understand vernacular • Provide regular updates to customers until their ticket is resolved to their satisfaction • Advise customers on best practices and how to leverage existing tools and functionality • Recognize training errors and provide guidance and recommendations to prevent repeat occurrences • Build the knowledge base by documenting issues found and their resolutions    
Customer Relationship Management Applications • Main point of contact for all application support issues; handles updates and resolves problems/failures 
• Supports the growth and maintenance of the organization’ s Association Management System (AMS), Salesforce, to support all aspects of the organization • Responsible for implementing Salesforce technologies to improve customer services and reduce costs • Selects appropriate tools and techniques employed for maintenance in applications support • Follows established business processes to implement or enhance current applications • Ability to learn and leverage the features of Salesforce as well as teach others • Influences the design, coordination, and support of the instance through various technology initiatives • Collaborates with IT team in determining which Salesforce features and functionality should be applied to a given situation • Collaborates with IT team in the automation of business processes through Salesforce technologies • Collaborates with IT team with integrating Salesforce and other systems, under the guidance of the IT Implementation Team Technical Troubleshooting • Analyzes code, logs, and current systems implementation; creates and runs SQL scripts  • Tests system components for compliance with functional requirements  • Records and reports specific technical problems • Identify continuous improvement opportunities • Ability to work with vendors to pinpoint and resolve issues 
Development • Studies application documentation to assess the scope and impact of requested changes • Works with the team in evaluation, definition, and management of systems implementation to ensure department capabilities are sufficient to support current business demands at optimal cost • Document Salesforce/AMS activities and integration flows/processes as needed • Work with internal and external user communities to provide best practices on Salesforce, including training, documentation, and support materials 
Maintenance • Assists IT Implementation Team to document planned application enhancements; analyze enhancement benefits and considerations • Create and manage custom objects, fields and formulas, workflow rules, actions and validation rules • Create and manage roles, profiles, security settings and permissions • Manage third party app integrations • Perform the necessary configuration tasks to support the business requirements for SFDC • Assist in the development and maintenance of Salesforce reports in excel and/or other formats 
IT Standards, Procedures & Policies 
• Participate in designing and implementing appropriate standards, policies and procedures  • Assists senior colleagues in identifying critical issues in IT design processes and policies • Ensure IT policies and procedures are maintained  • Follows established procedures to ensure the integrity and security of personal and corporate records • Work collaboratively with team members to meet deadlines 

• This is considered a career level professional position. It requires a bachelor’ s degree or equivalent education, and a minimum of five years progressive and relevant experience. An advanced degree may be substituted for work experience 
• Minimum of two years analyzing, debugging, and correcting user-reported problems within software applications in a Help Desk environment 
• Minimum of two years of recent experience configuring and managing Salesforce CRM 
• Working knowledge of SQL, including   SOQL, SOSL, HTML, XML, and MS Visual Studio 
• Proven analytical, research and problem solving capabilities 
• Extensive knowledge in both conceptual understanding and professional experience to work on complex assignments with minimal supervision 
• Salesforce administrator (ADM 201) certification preferred 
• Familiarity with membership based associations is a plus yet not required 
• Experience with Content Management System a plus yet not required 
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