Application Support Specialist

Company: Ignite HR Solutions Client
Location: Walnut Creek
Posted on: February 1, 2025

Job Description:

About our clientXolv Technology Solutions develops solutions that positively influence the lives of those impacted by autism spectrum disorder (ASD) and intellectual developmental disabilities (IDD), as well as those who care for them. Our mission is simple yet powerful: to create impactful, equitable solutions that make a real difference in the lives of those who need them most.About the roleThe Application Support Specialist is the main point of contact for all end-users. They provide global day-to-day support and assist users with proactive best practices to enhance and increase their knowledge of supported applications. This position reports to our Application Support Manager.Responsibilities:

• Provide production support for assigned applications. Troubleshoot existing functionality, i.e., process, configuration, workflows, and validation rules based on documented steps. Create new documentation for End User Training based on the frequency of issues logged.
• Meet published SLAs for incidents and problems.
• Provide excellent customer service and support to end-users (internal and external).
• Queue and ticket management (timely responses, follow-ups, ticket linking, and major incident triage).
• Participate in team scrums, provide updates, assess impact to team, and communicate issues.
• Provide User Access Management. Establish and maintain employee roles, profiles/responsibilities, and data tables within Salesforce to ensure that systems operate on up-to-date and accurate data. This includes new hire onboarding, internal transfer role modification, password resets, Single-Sign-On (SSO) access, and employee offboarding.
• Manage reports and dashboard access.
• Work with the development team to design and implement innovative solutions that adhere to standards, best practices, and code quality techniques.
• Provide support for application deployment activities. Help triage and fix defects for the planned releases and production, including regression testing of functionality/code. Support XOLV project release communications.
• Prioritize, plan, and execute special projects as needed - including reporting, data clean-up, SFDC modifications, managing and setting up security settings, object customization, fields, record types, page layouts, validations, etc.
• Provide application training to end-users (as required) and coach teammates using a standard methodology to introduce and maintain consistent, repeatable, and scalable administrative methodology throughout the team.
• Stay current on Salesforce releases, best practices, new features, product roadmaps, and applications available from 3rd parties on the Salesforce AppExchange.
• Create and maintain documentation on processes, policies, configurations, controls, and training materials as the platform evolves.
• Have a thorough understanding of the approval process, including approval process creation and validation for various business requirements. Able to edit the existing approval process per enhancement requests or functionality changes.Qualifications:--- Proven end-user support of applications built on or within Salesforce.com--- Strong understanding of Salesforce data models and applying knowledge to heavily customized applications--- Able to meet deadlines, communicate delays, and clarify ambiguous situations--- Excellent problem-solving, organizational, interpersonal, and oral/written communication skills--- Ability to troubleshoot system, process, and data issues--- Solid understanding of designing Salesforce custom reports.--- Demonstrated strong customer service skills.--- Attention to detail and a commitment to quality.--- Project management and task organization skills necessary to balance multiple priorities and tasks in a dynamic, fast-paced environment--- Ability to think clearly under pressure--- Basic knowledge of relational databases & Salesforce custom objects.--- General Knowledge of Microsoft Excel.Minimum Education, Experience & Training Equivalent to:--- Documented experience in an IT support capacity--- Possess 3+ years' experience providing customer support to end-users--- Proven ability to effectively communicate and resolve issues through a combination of tools (email, phone, and remote desktop).--- Experience working in ServiceNow, Jira, and Confluence.Preferred Education, Experience & Training Equivalent to:--- Salesforce Administrator Certification - verified--- Proven Salesforce Administration experience (100+ users) and 3+ years of experience as a Salesforce Admin, including Salesforce Administrator Certification.--- Possess 3+ years of advancing technical skills focused on resolving internal end-user needs.--- Proven ability to troubleshoot and resolve a wide range of hardware or software issues--- Strong understanding of Salesforce best practices.--- Experience with large data sets and use of tools such as Data Loader and Data Import Wizard for updates, inserts, and deletes.Benefits:--- Medical, Dental, Vision, Life/AD&D, STD and LTD--- Flex PTO--- Sick leave--- 401(k) with company match--- Equity Option PlanThe listed salary range for this position is an expected range. The actual offer will be at the company's sole discretion and determined by relevant business considerations, including the final candidate's qualifications, years of experience, skillset, and geographic location.The statements in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.XOLV is an equal-opportunity employer.
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Keywords: Ignite HR Solutions Client, Yuba City , Application Support Specialist, Other , Walnut Creek, California