Senior Application Support Analyst - People Experience

Location: United States Client Office (On-Site) 

Salary: $90,000 - $100,000 base salary + 10% performance bonus

THIS POSITION REQUIRES YOU TO BE IN OFFICE Monday - Friday. 

Onsite Locations Available: California (Fremont), Colorado (Denver), or Georgia (Atlanta).

A little bit about us:

Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.

About the Role:

Applied Value Technologies is seeking a Senior Application Support Analyst to assist in the delivery of our mission- and business-critical application services with internal customers. Reporting into the People Experience, our goal is to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness.  Candidates must be passionate about technology, live for amazing customer service, and thrive in a fast-paced environment.

Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling business by putting people first, and the People Experience team is uniquely positioned to propel this work to the next level as the customer’s needs act as the guiding compass, not the technology’s limitations!

About you: 

• Familiar with end-to-end Customer/IT support processes 
• Adjusts easily to new or changing circumstances.
• A collaborative utility player mentality (low ego) with a proactive sense of curiosity
• Focuses on achieving results that promote business success.
• Demonstrate proactive and professional communication skills with all stakeholders and partners
• Maintain a professional, adaptable, and respectful manner
• Provide high quality service to all users 

Responsibilities:

• Collaborate with stakeholders to gather requirements and translate them into technical solutions
• Design, build, test, and deploy reports and dashboards to provide actionable insights to stakeholders.
• Provide expertise and guidance on best practices for configuration, development, and integration.
• Serve as a subject matter expert on Workday and/or Salesforce Service Cloud functionality, troubleshooting issues, and providing support to end users
• Collaborate with cross-functional teams, including HR, IT, and business leaders, to ensure alignment between business processes and system capabilities. 
• Provide exceptional customer service and ensure a high level of customer satisfaction.
• Follow up with customers to ensure their issues are fully resolved and gather feedback.
• Participate in regular team meetings and provide feedback on service improvements.
• Suggest and implement process improvements to enhance efficiency and customer satisfaction.
• Stay updated on the latest features and best practices of Salesforce Service Cloud and Workday platforms. 
• Participate in ongoing training and professional development opportunities.

Your Expertise: 

• Bachelor's degree in computer science, Information Systems, Business Administration, or related field. 
• 5-7+ years of experience implementing, configuring, and supporting Workday HCM and/or Salesforce Service Cloud.
• L2/L3 proficient in supporting and troubleshooting Workday and/or Salesforce Service Cloud applications, diagnostic abilities to accurately diagnose identify root cause of issues.
• Documentation and knowledge management - Effective documentation of troubleshooting processes including recording steps. Listing outcomes, and resolutions.
  
• Experience in other 3rd party CRM tools.
• Attention to detail - Ensure thoroughness when analyzing system logs, configurations and data accuracy while troubleshooting and diagnosing issues.
• Understanding of cloud computing concepts and architectures and familiarity with APIs, integrations, and common web technologies.
• Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
• Experience operating with SLAs in a client-facing role in a production environment.
• Ability to work effectively as part of a team and collaborate with other departments.
• Highly organized with the ability to manage multiple cases and tasks simultaneously.
• Ability to work in an onsite office setting 100% of the time.

Nice to have: 

• Experience with case management, automation, and service analytics in Salesforce.
• Intermediate SQL skillset
• Strong familiarity with Workday HCM and Salesforce Service Cloud
• Experience with reporting and metrics
• Strong expertise with rules-based automation, process documentation, and ITSM best practices (ITIL)
• Salesforce Service Cloud Certification
• Workday HCM Certification

We’ve got you covered:

• Competitive salary + performance bonus
• Unlimited paid leave
• 100% employer - paid healthcare benefits (medical, dental vision)
• Sick leave accrual
• 100% paid parental leave - up to 16 weeks
• $1,200 Learning & development allowance (annually)
• $1,200 Health & Wellness allowance (annually)
• Employee referral program
• 401k match up to 4%
• 12 paid holidays annually

Applied Value 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, age, protected veteran or disabled status, or genetic information. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check.