Salesforce Support Analyst II (Remote)

Lennar•Irving, TX

23h•Remote

About The Position

The Salesforce Support Analyst II provides intermediate technical support for Lennar Associates using the Salesforce platform. This role involves resolving complex platform issues, supporting administrators and developers on configuration and deployment activities, and managing internal client relationships. The Salesforce Support Analyst II will serve as an escalation point for Tier 1 support, mentor junior analysts, and ensure timely and effective service across the business.

Requirements

High school diploma required or GED; Bachelor's degree preferred.
Minimum 3-5 years of relevant Salesforce administration or support experience.
Salesforce Certifications Highly Preferred: Salesforce Administrator certification (ADM-201), Advanced Administrator (ADM-211), or Platform App Builder certification.
Strong working knowledge of Salesforce Sales Cloud and Service Cloud, including security model (profiles, permission sets, roles, sharing rules, OWD), automation tools, and data architecture.
Proficiency with Salesforce declarative tools including Flow Builder, validation rules, approval processes, and Lightning App Builder.
Hands-on experience with Salesforce data tools (Data Loader, Workbench, Data Import Wizard) and basic SOQL/SOSL query writing.
Experience with Salesforce release management, sandbox environments, and change set or DevOps deployment processes.
Familiarity with Salesforce integrations and ability to troubleshoot connected system issues at a functional level.
Working knowledge of Apex, Lightning Web Components, or other Salesforce development concepts (read-only level) is a plus.
Understanding of case management workflows and SLA-driven support environments.
Ability to perform structured work assignments with minimal supervision and lead small initiatives independently.
Proficient in troubleshooting platform access, data, configuration, and integration issues.
Strong communication and problem-solving skills, with the ability to translate technical issues into clear, user-friendly language for both end users and executives.
Ability to recognize, escalate, and drive resolution of issues across cross-functional teams.
Experience with ServiceNow or a comparable ITSM ticketing system required.

Nice To Haves

Working knowledge of Apex, Lightning Web Components, or other Salesforce development concepts (read-only level) is a plus.

Responsibilities

Serve as an escalation point for Tier 1 support analysts, resolving complex Salesforce access, configuration, and data issues.
Manage internal client relationships by carrying out advanced Salesforce requests and providing consistent, proactive communication to business stakeholders.
Produce, update, and maintain best practice Salesforce support documentation, runbooks, and knowledge base articles.
Provide detailed incident summaries, root cause analysis, and propose long-term solutions for recurring platform issues.
Troubleshoot and resolve advanced Salesforce issues including sharing rule conflicts, permission set group assignments, complex profile configurations, and OWD (Org-Wide Default) related access problems.
Configure and maintain declarative automation including flows, validation rules, approval processes, and process builders under change management guidelines.
Perform advanced data operations using Data Loader, Workbench, and SOQL queries; support data quality initiatives including deduplication, mass updates, and data migrations.
Build and modify reports, dashboards, and report types to support business reporting needs.
Maintain and update ServiceNow tickets daily with accurate, reproducible details and ensure SLA adherence across the Salesforce support queue.
Support release management activities including sandbox refreshes, change set deployments, and post-deployment validation in production.
Monitor Salesforce platform health including API limits, storage usage, license thresholds, integration failures, and scheduled job errors; report and remediate issues immediately.
Coordinate with Salesforce Platform Engineering on bug triage, defect resolution, and enhancement requests.
Lead Salesforce training sessions, office hours, and onboarding walkthroughs for new users and divisions.
Assist in troubleshooting integrations between Salesforce and connected systems (Invoca, OwnData, ServiceNow, and Lennar internal applications).
Provide weekly status reports summarizing case volume, trend analysis, resolution times, and outstanding issues.
Monitor and assist with coordinating third-party Salesforce support contractors and managed service partners.
Mentor and provide guidance to Tier 1 Salesforce Support Analysts on case resolution and platform best practices.
Perform other duties as assigned by the Salesforce Support Manager.