Salesforce/SCM Application Support Analyst (United States, Remote)

Location: United States – 100% Remote

*All positions must reside within the country listed within this job description.

Salary: Up to $95,000 + 10% performance bonus (DOE & Geographic Location)

A little bit about us:

Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.

About the Role:

An Application Support Analyst should be a highly skilled, results-oriented domain expert for several application modules within a specific functional or technical domain, driving complex issue resolution, root cause analysis, and automation activities. Candidates must be passionate about technology, live for amazing customer service, and thrive in a fast-paced environment.

Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else. 

About you:  

·       Familiar with end-to-end Customer/IT support processes 

·       Adjusts easily to new or changing circumstances.

·       A collaborative utility player mentality (low ego) with a proactive sense of curiosity

·       Focuses on achieving results that promote business success.

·       Demonstrate proactive and professional communication skills with all stakeholders and partners

·       Maintain a professional, adaptable, and respectful manner

·       Provide high quality service to all users 

Responsibilities:  

·       Collaborate with stakeholders to gather requirements and translate them into technical solutions

·       Understand end-to-end process flows on one or more products within homegrown asset management and supply chain environment

·       Support resolution of integration issues with Oracle Fusion platform

·       Review incidents and provide solutions based on knowledgebase, SOPs and runbooks

·       Create SQL queries to perform data and to troubleshoot and fix bugs

·       Provide expertise and guidance on best practices for configuration, development, and integration.

·       Serve as a subject matter expert in Salesforce functionality, troubleshooting issues, and providing support to end users

·       Collaborate with cross-functional teams, including HR, IT, and business leaders, to ensure alignment between business processes and system capabilities.

·       Provide exceptional customer service and ensure a high level of customer satisfaction.

·       Follow up with customers to ensure their issues are fully resolved and gather feedback.

·       Participate in regular team meetings and provide feedback on service improvements.

·       Suggest and implement process improvements to enhance efficiency and customer satisfaction.

·       Stay updated on the latest features and best practices of Salesforce Service Cloud platforms. 

·       Participate in ongoing training and professional development opportunities.

Your Expertise:  

·       Bachelor's degree in computer science, Information Systems, Business Administration, or related field.

·       5-6+ years of experience implementing, configuring, and supporting Salesforce Service Cloud in a Supply Chain Management environment

·       Proficient in supporting and troubleshooting Salesforce and SCM applications

·       Diagnostic abilities to accurately diagnose identify root cause of issues.

·       Hands-on technical experience with warehouse management, inventory and planning systems

·       Familiarity of Oracle Supply Chain Management (SCM) and end-to-end processes (warehouse management, inventory and planning systems)

·       Understanding of cloud computing concepts and architectures and familiarity with APIs, integrations, and common web technologies.

·       Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.

·       Experience operating with SLAs in a client-facing role in a production environment.

·       Ability to work effectively as part of a team and collaborate with other departments.

·       Highly organized with the ability to manage multiple cases and tasks simultaneously.

·       Ability to work in an onsite office