Hyland is looking for an experienced Salesforce support specialist to join our Application Support Team. The Application Support Specialist 4 is responsible for the ongoing analyzing, tracking and resolution of high complexity issues in our Salesforce platform. Qualified candidates will be knowledgeable in advanced troubleshooting and Salesforce administration techniques, have familiarity with a variety of managed packages including CPQ, Salesforce Billing, and Professional Services Automation and have experience with integration troubleshooting. The Application Support Specialist 4 is a highly collaborative role that works closely with fellow Application Support Team members and several internal departments as well as leaders to resolve system issues.

Function as a technical expert for all team members on troubleshooting techniques, configuration procedures, and business processes to ensure efficient resolution of the most complex requests.
• Define, communicate, and provide feedback to team members on application approaches and techniques for business consultation and problem resolution.
• Develop and maintain standards and expectation guidelines for internal documentation to ensure consistency and adherence to process.
• Lead and coordinate cross-team initiatives to ensure collaborative interactions; function as the liason for application support to ensure quick problem identification and resolution in cross-team efforts.
• Identify, plan, and execute on opportunities to improve internal efficiencies and enhance customer service.
• Ensure proper distribution of request assignments amongst all team members; resolve prioritization conflicts of incoming requests with thorough communication to business owners and team members.
• Conduct ongoing analyzing, tracking and resolution of high complexity issues.
• Mentor, coach, train, and provide feedback to other team members; provide feedback to leadership on abilities of team
• Operate as a trusted advisor on issues and trends; provide general consulting services leveraging expertise and significant best practice knowledge
• Operate as an innovative thought leader; contribute significantly to the overall growth and quality of the department through knowledge sharing and coaching on current best practices and market trends
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland's Information Systems Security Policy

• Bachelor's degree or equivalent experience
• 7+ years experience in application systems
• Excellent oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Excellent organizational, multi-tasking, and time management skills
• Excellent Problem solving, critical thinking, and analytical skills
• Excellent interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Able to thrive in a fast paced, deadline driven-environment
• Self-motivated with follow through and excellent attention to detail
• Excellent ability to handle sensitive information with discretion and tact
• Ability to coach, mentor and provide guidance, support and feedback to team members in a timely manner
• Strong knowledge of principles applied in supporting applications
• Excellent experience with Microsoft Operating systems and products
• Excellent business and technology acumen

• Based on individual states' employment laws, the following details are to comply with the relevant salary posting requirements: base salary range of $78,000-88,000 and eligible for bonus and benefits

What you can expect next

• Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
• Any follow up questions? Email your Recruiter directly at Careers@Hyland.com.

Benefits

401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program. Hyland House Program.

Find out more by going to https://www.hyland.com/en/resources/articles/why-work-at-hyland .

Welcome to #HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.