Application Specialist III- Salesforce
About The Position
The Application Specialist III is responsible for providing support for the live application software that our user base is dependent on. This role works on complex incidents that have been escalated from frontline IT support on the service desk, incidents escalated from within the application support team, and fulfills application specific service requests. In addition, this role is responsible for diagnosing incidents and fixing the issue or managing it through resolution within defined service levels. The Application Specialist III is an expert in the group of applications assigned with responsibility for identifying problem trends, writing user stories and defects, and contributing to the discovery of permanent solutions. As a subject matter expert and mentor, this role will also help with training of new staff, mentoring application specialists with lesser experience, and providing expert advice to the functional teams and the frontline IT support staff on the service desk.
Requirements
- Minimum of 5 years of experience with ITSM processes and toolsets.
- Minimum of 5 years of experience with knowledge management methodologies and toolsets.
- Advanced level IT certification in a specialty area (Technical, Process, etc.)
- Foundation level certification in IT Service Management.
- Comprehension of ITSM frameworks in relation to service delivery.
- Understanding of agile project management processes.
- Minimum of 5 years of experience supporting enterprise level applications in a virtual support environment.
- Minimum of 5 years of experience writing SQL queries to retrieve and manipulate data.
- Minimum of 2 years of experience with problem identification techniques.
Responsibilities
- Investigates, diagnoses, and solves complex application-related issues and fulfill service requests for standard and ad-hoc offerings.
- Schedules work to meet priorities and minimize business disruption.
- Maintains security and functionality through the application of temporary fixes and workarounds.
- Updates knowledge base to facilitate future resolution of common errors.
- Keeps relevant stakeholders apprised of any new issues in a clear and timely manner.
- Processes after-hours data changes on production systems.
- Creates user stories and defects to be reviewed/accepted by product teams.
- Trains onboarding team members to properly handle all their day-to-day responsibilities.
- Serves as a mentor and resource to application specialists with lesser experience.
- Actively participates in the department’s continual improvement initiatives.
- Performs other job-related duties as assigned or apparent.
Benefits
- Comprehensive medical benefits coverage, dental plans and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability.
- Life insurance and accidental death & dismemberment insurance.
- Employee and Family Assistance Program (EAP).
- Employee discount programs.
- Retirement plan with a generous company match.
- Employee Stock Purchase Plan (ESPP).
- Paid Time Off (PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
