Sr. Application Support


Atlanta, GA

Industry: Software


5 - 7 years

Posted 335 days ago

  by    Scott Hall

This job is no longer available.

Sr Application Support Specialist



Customer Service ? Provide high degree of customer focus and attention to the staff, our customers ? Review and triage incoming Help Desk tickets with a sense of urgency ? Communicate to customers clearly by avoiding IT jargon and using an easy to understand vernacular ? Provide regular updates to customers until their ticket is resolved to their satisfaction ? Advise customers on best practices and how to leverage existing tools and functionality ? Recognize training errors and provide guidance and recommendations to prevent repeat occurrences ? Build the knowledge base by documenting issues found and their resolutions  


Customer Relationship Management Applications ? Main point of contact for all application support issues; handles updates and resolves problems/failures 

?Supports the growth and maintenance of the organization?s Association Management System (AMS), Salesforce, to support all aspects of the organization ?Responsible for implementing Salesforcetechnologies to improve customer services and reduce costs ? Selects appropriate tools and techniques employed for maintenance in applications support? Follows established business processes to implement or enhance current applications ? Ability to learn and leverage the features of Salesforce as well as teach others ? Influences the design, coordination, and support of the instance through various technology initiatives ? Collaborates with IT team in determining which Salesforce features and functionality should be applied to a given situation ? Collaborates with IT team in the automation of business processes through Salesforcetechnologies? Collaborates with IT team with integrating Salesforce and other systems, under the guidance of the IT Implementation Team Technical Troubleshooting? Analyzes code, logs, and current systems implementation; creates and runs SQL scripts ? Tests system components for compliance with functional requirements ? Records and reports specific technical problems ? Identify continuous improvement opportunities ? Ability to work with vendors to pinpoint and resolve issues 


Development ? Studies application documentation to assess the scope and impact of requested changes ?Works with the team in evaluation, definition, and management of systems implementation to ensure department capabilities are sufficient to support current business demands at optimal cost ? Document Salesforce/AMS activities and integration flows/processes as needed ?Work withinternal and external user communities to provide best practices on Salesforce, including training, documentation, and support materials 


Maintenance ? Assists IT Implementation Team to document planned application enhancements; analyze enhancement benefits and considerations ? Create and manage custom objects, fields and formulas, workflow rules, actions and validation rules ? Create and manage roles, profiles, security settings and permissions ? Manage third party app integrations ? Perform the necessary configuration tasks to support the business requirements for SFDC? Assist in the development and maintenance of Salesforcereports in excel and/or other formats 


IT Standards, Procedures & Policies 

? Participate in designing and implementing appropriate standards, policies and procedures ? Assists senior colleagues in identifying critical issues in IT design processes and policies ? Ensure IT policies and procedures are maintained ? Follows established procedures to ensure the integrity and security of personal and corporate records ? Work collaboratively with team members to meet deadlines 




? This is considered a career level professional position. It requires a bachelor?s degree or equivalent education, and a minimum of five years progressive and relevant experience. An advanced degree may be substituted for work experience 

? Minimum of two years analyzing, debugging, and correcting user-reported problems within software applications in a Help Desk environment 

? Minimum of two years of recent experience configuring and managing Salesforce CRM 

? Working knowledge of SQL, including SOQL, SOSL, HTML, XML, and MS Visual Studio 

? Proven analytical, research and problem solving capabilities 

? Extensive knowledge in both conceptual understanding and professional experience to work on complex assignments with minimal supervision 

?Salesforce administrator (ADM 201) certification preferred 

? Familiarity with membership based associations is a plus yet not required 

?Experience with Content Management System a plus yet not required 

$90K - $110K