Investigates, diagnoses, and solves complex application-related issues and fulfill service requests for standard and ad-hoc offerings.
Schedules work to meet priorities and minimize business disruption.
Maintains security and functionality through the application of temporary fixes and workarounds.
Updates knowledge base to facilitate future resolution of common errors.
Keeps relevant stakeholders apprised of any new issues in a clear and timely manner.
Processes after-hours data changes on production systems.
Creates user stories and defects to be reviewed/accepted by product teams.
Trains onboarding team members to properly handle all their day-to-day responsibilities.
Serves as a mentor and resource to application specialists with lesser experience.
Actively participates in the department’s continual improvement initiatives.
Performs other job-related duties as assigned or apparent.

Minimum of 5 years of experience with ITSM processes and toolsets.
Minimum of 5 years of experience with knowledge management methodologies and toolsets.
Advanced level IT certification in a specialty area (Technical, Process, etc.).
Foundation level certification in IT Service Management.
Comprehension of ITSM frameworks in relation to service delivery.
Understanding of agile project management processes.
Minimum of 5 years of experience supporting enterprise level applications in a virtual support environment.
Minimum of 5 years of experience writing SQL queries to retrieve and manipulate data.
Minimum of 2 years of experience with problem identification techniques.

Application Specialist III – Salesforce

Key skills