SaaS Applications Support Specialist

Entravision • Las Vegas, NV

2d • Remote

About The Position

The SaaS Applications Support Analyst is a mid-level role within the IT Platforms team, responsible for delivering day-to-day support, configuration, and continuous improvement across Entravision's enterprise SaaS platforms. This position blends end-user helpdesk support with hands-on platform administration, requiring both technical depth and strong communication skills to serve a diverse, globally distributed user base.

The ideal candidate is comfortable triaging tickets in an ITSM environment, resolving platform issues independently, and contributing to platform enhancements and process improvements under the direction of the IT Platforms Manager.

Requirements

• 2+ years of experience in a SaaS support, IT helpdesk, or applications analyst role
• Hands-on experience supporting or administering at least one major enterprise SaaS platform (CRM, ERP, ITSM, or similar)
• Strong troubleshooting and analytical skills with attention to detail
• Excellent written and verbal communication skills; able to explain technical concepts to non-technical users
• Experience working with an ITSM ticketing system (ServiceNow, Freshservice, Zendesk, or similar)
• Ability to work independently in a remote environment, managing multiple priorities effectively

Nice To Haves

• Experience with Salesforce administration (Sales Cloud or similar)
• Familiarity with NetSuite ERP including saved searches, custom forms, or basic SuiteScript
• Experience with Freshservice or similar ITSM platforms
• Exposure to integration tools such as Workato, MuleSoft, or similar iPaaS solutions
• Understanding of SOX compliance requirements in an enterprise IT environment
• Experience supporting a multi-entity or international organization

Responsibilities

• Serve as a primary point of contact for SaaS platform support requests via the ITSM ticketing system (Freshservice)
• Triage, prioritize, and resolve incidents and service requests related to NetSuite, Salesforce, and other enterprise platforms
• Document resolutions, build knowledge base articles, and identify recurring issues for root cause analysis
• Coordinate with platform vendors and internal stakeholders to escalate and resolve complex issues
• Perform routine administrative tasks across Salesforce (user management, profiles, permission sets, flows, reports, and dashboards)
• Support NetSuite administration including user setup, saved searches, custom fields, and basic workflow configuration
• Assist in the configuration and maintenance of integrations between platforms using tools such as Workato
• Participate in user acceptance testing (UAT) for platform changes, enhancements, and new feature rollouts
• Support the onboarding and offboarding of users across platforms, including provisioning and deprovisioning in coordination with the identity management team
• Identify and document opportunities to streamline workflows and improve platform usability
• Contribute to project work including system enhancements, data migrations, and new platform rollouts
• Assist in maintaining platform documentation, SOPs, and training materials
• Support SOX compliance activities including audit trail reviews, access reviews, and change management documentation

Benefits

• Competitive salary and benefits package
• Fully remote work environment with a collaborative, global team
• Opportunity to work across a diverse portfolio of enterprise platforms
• Exposure to cutting-edge tools including AI-powered automation and platform integrations
• A culture of continuous learning and professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees