Overview Summary: The Application Support Analyst – Customer Relationship Management (CRM) provides both internal and external technical support for company software with primary focus on the operational side of Ozinga. This position is responsible for implementing, upgrading, and maintaining programs and processes, working with databases, file systems, and integrations using a variety of tools. The Application Support Analyst – Customer Relationship Management (CRM) must have the ability to work in a fast-paced and focused environment while maintaining a positive team culture. Principal Duties and Responsibilities: Support, maintain, document and implement Business Systems related to Software and Operations Respond to and resolve open issues in the Tier 3 Help Desk queue Ability to logically troubleshoot system and data issues, and write and execute ad-hoc SQL queries Maintain excellent communication with project teams on deadlines and status, ensuring expectations are met Review systems and identify areas to improve integration and streamline business processing, utilizing knowledge of current and emerging technologies Specific Duties and Responsibilities: Create, maintain, and review documentation for all internal customizations, procedures, and training Maintain Salesforce Environment Health using Salesforce Optimizer and Security Health Check Maintain user accounts using roles for organization structure, and permission sets and profiles for security Work with End Users to define problem points and create and document customizations based on needs Maintain incoming tickets, and visibility of Salesforce Work via assorted planning tools Communicate with end users about changes made to the Salesforce Environment Global Responsibilities: Regular attendance and physical presence at work is an essential function of this position This job may require additional duties not listed above and the employee may be asked to perform those duties to meet business needs Education/Specialized Knowledge/Professional Certifications: High School Diploma or equivalent required Undergraduate degree preferred or equivalent work experience required General understanding of operating systems, computers, and application software Salesforce Associate or Salesforce Certified Administrator Certificate required Experience: Minimum of 1-year application support experience and customer service experience Previous experience with implementing new software and administrating systems preferred Experience with source control (git) preferred Skills: Effective interpersonal communication, both written and verbal Time management and task organization Knowledge retention and documentation Physical Requirements: Regularly required to talk or hear; frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms Occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus Lift/carry up to 25 pounds on occasion Working Conditions: Operation within a professional office environment Routine usage of standard office equipment such as computers, phones, photocopiers and filing cabinets Ozinga is an Equal Opportunity Employer. We consider applications for all positions without regard to race, color, religion, creed, gender, veteran status, national origin, age, disability, sexual orientation, citizenship status, genetic information, or any other legally protected status.