Staff Desktop Support Representative

Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

Job Summary :

We are seeking a highly skilled and experienced Staff-Level Application Support Technician to join our team. The ideal candidate will have advanced knowledge of Salesforce, experience with Jira and ServiceNow, and a strong ability to collaborate with development teams. You will be responsible for providing high-level application support, documenting processes, and ensuring seamless communication between teams. This role requires excellent problem-solving skills, technical expertise, and the ability to work in a fast-paced environment. The ideal candidate embodies Sunrun’s values of Integrity, Courage, Passion, Curiosity, Impact, and being Human Centered.

Key Responsibilities:

Advanced Salesforce Support: Provide expert-level support for Salesforce applications, including troubleshooting, configuration, and issue resolution.

Jira & ServiceNow Management: Utilize Jira and ServiceNow to track issues, manage workflows, and ensure timely resolution of application-related incidents.

Collaboration with Development Teams: Work closely with development teams to ensure that support issues are clearly communicated and addressed efficiently. Provide input on system improvements and escalate critical issues as needed.

Process Documentation: Develop and maintain detailed documentation of application support processes, workflows, and troubleshooting procedures to ensure consistency and knowledge sharing within the team.

Incident Management: Manage and prioritize incoming support requests, ensuring that issues are resolved in a timely manner according to SLAs.

Communication and Stakeholder Engagement: Act as a liaison between technical teams, business users, and stakeholders to ensure effective communication and resolution of application issues. Clearly articulate technical information to non-technical users.

System Monitoring and Maintenance: Proactively monitor key application systems, ensuring optimal performance and uptime.

Continuous Improvement: Identify areas for improvement in current support processes and tools, contributing to the overall efficiency of the application support function.

Mentoring and Coaching: Providing guidance, mentorship, and coaching to junior technicians and team members, helping them grow and develop their technical skills, improve their problem-solving capabilities, and grow within their roles and within the team.

Requirements:

Advanced Salesforce Knowledge: Proven experience supporting Salesforce, with a deep understanding of its functionality, configurations, and integrations.

Jira Experience: Proficient in Jira for issue tracking, workflow management, and collaboration with development teams.

ServiceNow Experience: Hands-on experience with ServiceNow for ticketing, incident management, and service delivery.

Strong Documentation Skills: Ability to create clear, detailed process and procedure documentation for internal use and knowledge sharing.

Collaborative Mindset: Comfortable working closely with developers and cross-functional teams to resolve application issues.

Excellent Communication Skills: Ability to communicate effectively with both technical and non-technical stakeholders, ensuring clarity in issue resolution and support processes.

Problem-Solving Skills: Strong analytical skills with a proactive approach to troubleshooting and resolving application issues.

Adaptability: Ability to work in a fast-paced environment, handling multiple priorities and adapting to changing needs.

Preferred Qualifications:

Salesforce Admin Certification or equivalent experience.

Experience with other cloud-based applications and integration platforms.

Familiarity with Agile methodologies and working in development-driven environments.

Recruiter:

Kristina Sedjo (kristina.sedjo@sunrun.com)

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower. Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

32.20 to 38.64

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards. Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions.

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com .

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.