Platform Support Engineer

Summary: Our Platform Support Engineer is part of a team that is responsible for: 1. Performing daily administration and general monitoring to keep the applications within their portfolio running well; 2. Troubleshooting and resolving escalated issues in a timely manner; 3. Developing and leveraging expert-level knowledge of supported application and platforms; 4. Providing architecture guidance, assisting with integration efforts, and providing implementation support to project team and business units. Our Platform Support Team owns applications and platforms in the portfolio, with equal responsibility over both the present and future states. 

Responsibilities: 

• Perform daily administration of Salesforce platform and other managed applications, including but not limited to health monitoring, log inspection, capacity planning, and performance tuning. Automation of many of these tasks is strongly encouraged. 
• Monitor incident queues dedicated for managed applications, responding to tickets by severity and in accordance with agreed-upon SLAs. 
• Participate in project tasks related to supported applications, ranging from architecture and design discussions and project planning to solution development or implementation. 
• Vendor management as required by application, serving as the single voice of Great Wolf and holding vendors accountable for delivery of requested services. 
• Maintain a roadmap of supported application future state, inclusive of planned integrations, features, or enhancements. 
• Create and/or maintain application-specific documentation including data flow diagrams, user training materials, data dictionaries, etc. 
• On-call response for critical incidents related to managed applications 
• Other tasks as assigned.

Required Qualifications: 

• Minimum of 3 years of IT platform/application support experience including demonstrated ownership and decision-making
• Experience in vendor management
• Application knowledge of one or more of the following: CRM (Salesforce), Finance applications (Infor SUN, Coupa), Inventory systems (Dataworks), Hospitality systems (Oracle Opera), POS Sales systems (Oracle Simphony, Agilysys), HR/Payroll systems (UltiPro/UKG), Service desk (Zendesk), 3rd party reservation system (APS, ORS)
• Experience integrating platforms and maintaining / troubleshooting integration
• Excellent communication, organization, and presentation skill
• Data-driven mindset, using data to make informed decisions
• Ability to effectively communicate complex concepts across all levels
• Ability to travel 10% of time
• Hospitality experience is a strong plus
• Bachelor’s degree; STEM (science, technology, engineering, or mathematics) preferred

Physical Requirements: 

• Lift up to 20 lbs., sit and/or stand long periods.