Production Support Analyst
Job in
Irving, Dallas County, Texas, 75084, USA
Listed on 2026-09-12
Listing for:
BravoTECH
Full Time
position Listed on 2026-09-12
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, IT Business Analyst, HelpDesk/Support
Job Description & How to Apply Below
Candidates must be authorized to work in the U.S. without current or future sponsorship.
No C2C or third-party applicants.
Role:
Application Support Analyst
Location:
Irving, TX 75039 - Hybrid
Full-time | Direct Hire
Relocation assistance is also provided.
OverviewJoin a fast-paced team delivering high-quality production support that keeps critical business applications running smoothly. You’ll be the go-to resource for resolving user issues, meeting SLAs, and ensuring seamless operations across key systems-while collaborating with onshore and offshore colleagues in a supportive, growth-oriented environment.
What You’ll Do- Provide Level 1/2 production support for core applications, with primary focus on Salesforce and/or Sterling OMS (highest ticket volume).
- Handle ITSM/Service Now tickets, incoming queries, and service requests-logging, classifying, triaging, and resolving incidents within defined SLAs.
- Investigate and resolve common production issues such as order failures, stuck/exception statuses, and integration problems.
- Perform daily ticket analysis, maintain clear records, keep requesters informed, and elevate complex issues to Level 3 as needed.
- Support additional platforms including BY WMS, iSeries, Boomi, and related systems.
- Identify process/system gaps, promote self-service tools, and contribute ideas for continuous improvement.
- Collaborate closely with IT and business partners while following SOPs and maintaining high client satisfaction.
- 3-4 years of hands‑on applications, system, or technical support experience.
- Proven ability to support Salesforce and/or IBM Sterling Order Management Systemin a production environment.
- 3+ years supporting remote and local users in environments with 100+ users.
- Strong troubleshooting and problem‑solving skills, including experience resolving order, status, and integration issues.
- Excellent written and verbal communication plus customer‑service skills.
- Strong organizational skills with the ability to prioritize, multi‑task, and work in a fast‑changing environment.
- Experience using Service Now (or similar ITSM tools) for ticket management and reporting.
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