Production Support Specialist (Enterprise Applications)

The Production Support Enterprise Analyst provides Level 1 and Level 2 application-production support for business-critical applications used across distribution and supply chain operations.

• The role serves as a primary contact for application incidents and service requests, working with business users, IT partners, and onshore and offshore support teams to troubleshoot issues and restore services.
• Success requires hands-on Salesforce support experience, strong ServiceNow knowledge, excellent communication skills, and the ability to manage multiple priorities within established service-level agreements., This position supports Salesforce, Sterling Order Management System, Blue Yonder Warehouse Management System, and related integration platforms.
• Provide daily production support for Salesforce, Sterling OMS, Blue Yonder WMS, Boomi, and other enterprise applications.
• Investigate application issues, identify root causes, determine appropriate resolutions, and evaluate potential downstream effects.
• Deliver Level 1 and Level 2 application support and escalate complex or unresolved issues to Level 3 support teams.
• Receive, document, categorize, prioritize, and manage incidents and service requests through ServiceNow.
• Monitor assigned tickets, update progress notes, communicate status to requestors, and track issues through resolution.
• Ensure incidents and service requests are handled within established SLAs, security standards, and operational procedures.
• Collect detailed information from users regarding symptoms, business impact, affected processes, and troubleshooting already completed.
• Perform initial investigation, triage, testing, and diagnosis before routing unresolved issues to the appropriate technical resource.
• Support, monitor, test, and troubleshoot production application and software issues affecting users or system performance.
• Review daily ticket activity, identify recurring issues, and recommend opportunities to improve support processes and system reliability.
• Maintain accurate records of incidents, service interruptions, symptoms, resolutions, reliability data, and corrective actions.
• Coordinate with onshore and offshore team members to review workloads, priorities, escalations, and service performance.
• Identify system or process gaps that may contribute to inaccurate data, application failures, or performance concerns.
• Communicate technical issues and resolutions clearly to business users, IT teams, leadership, and other stakeholders.
• Follow and promote IT standard operating procedures, incident management practices, and information security requirements.
• Support operational changes while minimizing business disruption and maintaining adherence to established SLAs.
• Maintain a high level of customer satisfaction through timely follow-up, professional communication, and dependable issue resolution.
• Encourage the use of self-service reporting, analytics tools, and documented support resources.
• Adapt to shifting priorities and changing business needs within a fast-paced, growing environment.
• Protect confidential company, user, and system information.

• Salesforce is required, including 3 years of hands-on Salesforce applications support in a production environment.
• Hands-on managing incidents, service requests, ticket queues, SLAs, and reporting through ServiceNow.
• Support providing Level 1 and Level 2 application support, including investigation, triage, troubleshooting, escalation, and resolution tracking.
• Supporting remote and onsite users within an environment of more than 100 users.
• Strong troubleshooting, analytical thinking, problem-solving, and decision-making abilities.
• Strong organizational skills with the ability to prioritize competing requests and manage multiple assignments.
• Availability to provide occasional rotational weekend or holiday support based on business needs.

Employment Type: Direct Hire Salary: $75,000 to $82,000 DOE Bonus: None Work Authorization: Sponsorship is not available Schedule: Hybrid, Monday through Thursday onsite and Friday remote Additional Availability: Occasional weekend or holiday support may be required, Estimated Min Base: $75,000.00 Estimated Max Base: $82,000.00

What s In It for You? We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh s extensive talent community that will provide you with access to Yoh s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities