Application Support Analyst
Bangalore, Karnataka, India Contract Technology & Engineering Senior
Key responsibilities
1. Workato iPaaS support
- Support and monitor enterprise Workato integration flows, including the Kinetic (Epicor) / Salesforce to Databricks data flows.
- Troubleshoot and resolve failed jobs and integration issues.
2. Tier II application support and administration
- Provide Tier II support and administration for Workato, Salesforce, Epicor and other business applications.
- Resolve issues escalated from Tier I, and escalate to Tier III when needed.
3. Documentation, standardization and Tier I transition
- Document support processes and procedures.
- Standardize repeatable processes.
- Transition standardized processes to Tier I operations.
4. Tiered build/run model
- Help transition developer administration work into the tiered build/run Tier I/II/III model.
Required skills and experience
- Hands-on experience supporting Workato integration flows. Boomi or another comparable iPaaS will be considered case by case where Workato experience is not available.
- Tier II application support and administration across ERP, CRM, WMS and P2P applications, including Salesforce and Epicor.
- Working understanding of the business processes these applications carry — order to cash, procure to pay, warehousing — and not only the technology.
- Strong documentation and process standardization skills.
- Experience working within a tiered (Tier I/II/III) support model
- Excellent spoken and written English. This role works directly with business stakeholders every day, so communication is a must-have rather than a nice-to-have.
- Programming ability alongside a real willingness to own routine administration. Full-stack developer profiles are not a fit for this role.