Application Support Analyst
5 days ago
Location: Houston, TX 77002
Type: 35 months
Position Overview:
We are seeking an Application Support Analyst to provide on-site functional support for Marketing & Sales applications within an enterprise AMS (Application Management Services) environment. The role will focus on Salesforce and .NET-based Marketing & Sales systems, ensuring smooth daily operations, timely incident resolution, and a positive user experience. This position works closely with business stakeholders, technical teams, and offshore support resources to maintain application stability, optimize processes, and support continuous improvement initiatives.
Key Responsibilities:
- Provide daily functional support for Marketing & Sales applications (Salesforce/.NET) within an AMS framework.
- Serve as the primary on-site point of contact for end users, addressing application issues, questions, and enhancement requests.
- Triage, investigate, and resolve incidents in coordination with offshore L2/L3 support teams.
- Monitor system performance, identify recurring issues, and support problem-management activities.
- Collaborate with cross-functional business teams to understand workflows, identify gaps, and recommend improvements.
- Document system issues, resolutions, and functional processes to support knowledge sharing.
- Support change management activities, including user testing, validation, and communication.
- Participate in regular status meetings, providing updates on incident trends, priorities, and risks.
- Maintain strong understanding of Marketing & Sales business processes to ensure alignment with application functionality.
- 1-3 years of experience in application support or functional support roles within an AMS environment.
- Hands-on experience supporting Salesforce and .NET-based Marketing & Sales applications.
- Strong understanding of Marketing & Sales business processes and workflows.
- Experience with incident management, ticketing systems, and problem-management practices.
- bility to work closely with offshore teams and collaborate across multiple support tiers.
- Excellent communication and stakeholder-management skills, with the ability to engage business users effectively.
- Strong analytical and troubleshooting abilities.
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