Level II Salesforce Application Support Analyst

Experteer Overview In this role you will provide Level 2 production support for enterprise applications, focusing on CRM, order management, and warehouse management systems. You will collaborate with global teams to resolve incidents, manage requests, and ensure SLA adherence, enabling critical business processes. You’ll diagnose recurring issues, support releases, and optimize system performance to maintain stability. This is a hands-on position that combines technical troubleshooting with strong customer service in a hybrid environment. Compensation / Benefits * Collaborate with onshore and offshore teams to track and manage support activities * Provide production support for core enterprise applications including CRM, OMS, and WMS * Manage incidents and service requests through an ITSM tool with SLA compliance * Triage user-reported issues, escalate complex problems as needed * Document incidents, resolutions, and performance metrics * Analyze recurring issues to identify root causes and drive improvements * Support system changes and releases with minimal business disruption * Monitor application performance and ensure overall reliability * Communicate updates to users and maintain high customer satisfaction * Adhere to SOPs and security requirements * Assist in identifying data/system gaps affecting accuracy or performance * Provide Level 1/2 support and coordinate with higher-level teams * Contribute to continuous improvement initiatives and efficient support practices Tasks * 3-4 years of hands-on application or systems support * Experience supporting enterprise applications in distribution, supply chain, or similar environments preferred * Strong troubleshooting and problem-solving skills * Experience with ITSM tools (ServiceNow or similar) * Ability to support remote and onsite users in environments with 100+ users * Strong organizational and multi-tasking abilities * Excellent communication and customer service skills * Ability to collaborate with IT teams and business stakeholders * MUST HAVE experience working with ServiceNow for ticketing Key requirements * Medical, Prescription, Dental & Vision benefits * Health Savings Account (HSA) * Life & Disability Insurance * MetLife Voluntary Benefits * Employee Assistance Program (EAP) * 401K Retirement Savings Plan

years and drive improvements * Support system changes and releases with minimal business disruption * Monitor application performance and ensure overall reliability * Communicate updates to users and maintain high customer satisfaction * Adhere to SOPs and security requirements * Assist in identifying data/system gaps affecting accuracy or performance * Provide Level 1/2 support and coordinate with higher-level teams * Contribute to continuous improvement initiatives and efficient support practices Tasks * 3-4 years of hands-on application or systems support * Experience supporting enterprise applications in distribution, supply chain, or similar environments preferred * Strong troubleshooting and problem-solving skills * Experience with ITSM tools (ServiceNow or similar) * Ability to support remote and onsite users in environments with 100+ users * Strong organizational and multi-tasking abilities * Excellent communication and customer service skills * Ability to collaborate with IT teams and business stakeholders * MUST HAVE experience working with ServiceNow for ticketing Key requirements * Medical, Prescription, Dental & Vision benefits * Health Savings Account (HSA) * Life & Disability Insurance * MetLife Voluntary Benefits * Employee Assistance Program (EAP) * 401K Retirement Savings Plan