SaaS Application Support Specialist

Our client is looking for a SaaS Application Support Specialist who wants to go deeper than ticket queues. This is a hands-on role supporting and improving a connected ecosystem of enterprise SaaS platforms for a globally distributed workforce - part end-user support, part platform administration, part figuring out how to make the tools actually work better for the people using them. You will be the right hand to the Business Applications Manager on a lean, collaborative team where curiosity is rewarded and good ideas get visibility. If you like poking at systems, spotting the inefficiency nobody else noticed, and owning the fix, this one is worth a look., * Serve as a primary point of contact for SaaS platform support requests, triaging and resolving incidents and service requests through the ITSM ticketing system

• Perform hands-on administration across Salesforce and NetSuite, including user management, profiles, permission sets, flows, saved searches, custom fields, reports, and dashboards
• Configure and maintain platform integrations, and participate in user acceptance testing for enhancements and new feature rollouts
• Analyze platform usage and adoption data to identify opportunities to improve utilization, streamline workflows, and increase operational efficiency
• Contribute to project work including system enhancements, data migrations, and new platform rollouts, and maintain documentation, SOPs, and training materials

• 4-5 years of experience in a SaaS support, IT helpdesk, or applications analyst role
• Hands-on experience supporting or administering at least one major enterprise SaaS platform (CRM, ERP, ITSM, or similar)
• Demonstrated ability to configure and administer platforms and improve workflows, with strong troubleshooting and analytical skills
• Experience working with an ITSM ticketing system such as ServiceNow, Freshservice, or Zendesk, and the ability to work independently in a remote environment
• Preferred: Salesforce administration, NetSuite ERP familiarity, SQL or data analytics exposure, integration tool experience (Workato, MuleSoft, or similar iPaaS), and SOX compliance understanding

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