Application Support Analyst - Salesforce

Job Description 

Role: Application Support Analyst – Salesforce

The Client seeking a Application Support Analyst to provide end-user support, assist technical analysts, and support ongoing enhancements to our current portals built on the Salesforce platform. This role will also support the delivery and rollout of a new Single-Entry Portal, working closely with business stakeholders, developers, analysts, and agile teams.   This is a hybrid position as the incumbent will be required to be onsite at least one day a week.

Responsibilities:

• End-user technical support responses and resolutions
• Issue triage, documentation, and tracking in Azure DevOps and JIRA
• Support tickets with troubleshooting notes
• Feedback documentation for enhancements and new portal features
• UAT support for Salesforce and Single Entry Portal releases
• User support guides, knowledge base entries, or process documentation as needed
• Work will be ongoing throughout the engagement, supporting bi-weekly or monthly release cycles. Major activities include onboarding, portal enhancement support, UAT cycles, user feedback gathering, and Single Entry Portal rollout support.
• Successful fulfillment of support responsibilities, timely response to user-reported issues, accurate documentation, effective communication with technical analysts, and positive feedback from business stakeholders.
• Contractor should demonstrate deep understanding of the Salesforce provider and parent portals and provide high-quality end-user support.
• Provide technical support to end users of the provider portal, parent portal, and Single Entry Portal
• Assist technical analysts with enhancements, testing, and documentation
• Participate in agile ceremonies, backlog refinement, and release readiness discussions
• Perform root cause analysis and collaborate with developers on bug resolution
• Support UAT test cycles and portal validation activities
• Maintain clear communication with stakeholders and users