Production Support Specialist (Enterprise Applications)

Production Support Specialist (Enterprise Applications)

This position is 4 days onsite weekly in Irving Texas

EMPLOYMENT DETAILS
Employment Type: Direct Hire Salary: $75,000 to $82,000 DOE Bonus: None
Work Authorization: Sponsorship is not available
Schedule: Hybrid, Monday through Thursday onsite and Friday remote
Additional Availability: Occasional weekend or holiday support may be required

POSITION OVERVIEW
The Production Support Enterprise Analyst provides Level 1 and Level 2 application-production support for business-critical applications used across distribution and supply chain operations.

• The role serves as a primary contact for application incidents and service requests, working with business users, IT partners, and onshore and offshore support teams to troubleshoot issues and restore services.
• Success requires hands-on Salesforce support experience, strong ServiceNow knowledge, excellent communication skills, and the ability to manage multiple priorities within established service-level agreements.

REQUIRED QUALIFICATIONS

• Salesforce is required, including 3 years of hands-on Salesforce applications support in a production environment.
• Hands-on managing incidents, service requests, ticket queues, SLAs, and reporting through ServiceNow.
• Support providing Level 1 and Level 2 application support, including investigation, triage, troubleshooting, escalation, and resolution tracking.
• Supporting remote and onsite users within an environment of more than 100 users.
• Strong troubleshooting, analytical thinking, problem-solving, and decision-making abilities.
• Strong organizational skills with the ability to prioritize competing requests and manage multiple assignments.
• Availability to provide occasional rotational weekend or holiday support based on business needs.

PRIMARY RESPONSIBILITIES
This position supports Salesforce, Sterling Order Management System, Blue Yonder Warehouse Management System, and related integration platforms.

• Provide daily production support for Salesforce, Sterling OMS, Blue Yonder WMS, Boomi, and other enterprise applications.
• Investigate application issues, identify root causes, determine appropriate resolutions, and evaluate potential downstream effects.
• Deliver Level 1 and Level 2 application support and escalate complex or unresolved issues to Level 3 support teams.
• Receive, document, categorize, prioritize, and manage incidents and service requests through ServiceNow.
• Monitor assigned tickets, update progress notes, communicate status to requestors, and track issues through resolution.
• Ensure incidents and service requests are handled within established SLAs, security standards, and operational procedures.
• Collect detailed information from users regarding symptoms, business impact, affected processes, and troubleshooting already completed.
• Perform initial investigation, triage, testing, and diagnosis before routing unresolved issues to the appropriate technical resource.
• Support, monitor, test, and troubleshoot production application and software issues affecting users or system performance.
• Review daily ticket activity, identify recurring issues, and recommend opportunities to improve support processes and system reliability.
• Maintain accurate records of incidents, service interruptions, symptoms, resolutions, reliability data, and corrective actions.
• Coordinate with onshore and offshore team members to review workloads, priorities, escalations, and service performance.
• Identify system or process gaps that may contribute to inaccurate data, application failures, or performance concerns.
• Communicate technical issues and resolutions clearly to business users, IT teams, leadership, and other stakeholders.
• Follow and promote IT standard operating procedures, incident management practices, and information security requirements.
• Support operational changes while minimizing business disruption and maintaining adherence to established SLAs.
• Maintain a high level of customer satisfaction through timely follow-up, professional communication, and dependable issue resolution.
• Encourage the use of self-service reporting, analytics tools, and documented support resources.
• Adapt to shifting priorities and changing business needs within a fast-paced, growing environment.
• Protect confidential company, user, and system information.

Estimated Min Base: $75,000.00
Estimated Max Base: $82,000.00


What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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