Senior Salesforce Support Analyst
About The Position
Novaspect, Inc., an Emerson Local Business Partner and employee-owned company, is seeking a Senior Salesforce Support Analyst to join its customer-oriented Information Systems team in Schaumburg, Illinois. The role serves as a Tier 3 technical resource and subject matter expert, providing escalation support and helping maintain the stability and performance of enterprise applications, including Salesforce CRM and IFS ERP, as well as related systems. The analyst works with business leaders and system stakeholders to resolve complex issues, optimize workflows, and support operational excellence. The position also contributes to application enhancements, system upgrades, new digital tool rollouts, incident response, change management, and operational readiness. It includes ownership of escalated ITSM tickets, maintenance of documentation and knowledge-base articles, and mentoring junior analysts. Employees work on-site five days per week during their first six months. After that, the position is eligible for a hybrid schedule with three days on-site and up to two days remote per week.
Requirements
- Bachelor’s degree in Information Systems, Computer Science, or a related field, or equivalent practical experience.
- At least 4 years of experience in technical support, systems analysis, or enterprise application support.
- Salesforce Certified Platform Administrator credential.
- Proven success supporting business-critical systems and resolving escalated Tier 2/3 technical issues.
- Experience supporting or administering Salesforce.
- Solid SQL, T-SQL, and/or PL/SQL scripting skills.
- Strong analytical skills, attention to detail, and commitment to process improvement.
- Excellent communication and documentation skills and a strong customer service orientation.
- Ability to work independently, manage competing priorities, and communicate effectively with technical and non-technical audiences.
- Ability to work extended hours on a computer.
Nice To Haves
- Experience supporting or working within an enterprise-level ERP platform; IFS is a strong plus.
- Familiarity with SharePoint or other document workflow platforms.
- Working knowledge of ITSM tools such as Remedyforce, ServiceNow, or Jira Service Management.
- Understanding of ITIL processes and best practices.
- Experience collaborating with ERP/CRM vendors or external support teams on advanced troubleshooting and enhancements.
- Experience supporting application integrations or middleware tools.
Responsibilities
- Act as the primary escalation point for complex technical issues from Tier 1 and Tier 2 support teams.
- Perform root cause analysis and resolve incidents across enterprise applications, endpoints, and infrastructure components.
- Troubleshoot complex issues involving enterprise applications, endpoints, connectivity, and integrations.
- Provide advanced support and configuration troubleshooting for Salesforce, IFS, SharePoint, and other key business systems.
- Work with internal stakeholders and vendors to resolve application issues, implement updates, and optimize workflows.
- Maintain user roles, permissions, and workflows as directed by system administrators or business owners.
- Translate operational needs into scalable system configurations aligned with business goals.
- Own and manage escalated tickets in the ITSM platform, ensuring timely resolution and adherence to SLAs.
- Document recurring issues, resolutions, and knowledge-base articles to reduce future escalations.
- Support incident response, change management, and operational readiness for system changes and deployments.
- Partner with business units to identify system improvements and support departmental technology needs.
- Contribute to application enhancement projects, system upgrades, and rollouts of new digital tools.
- Mentor junior analysts and contribute to team development through documentation and informal coaching.
Benefits
- Paid time off, including 15 vacation days, 10 holidays, and 10 days of Paid Sick & Safety Time (PSST) at the start.
- 401(k) with a 6% company match.
- Employee Stock Ownership Plan (ESOP).
- Health and wellness benefits.
- Student debt and tuition reimbursement.
- 5% bonus potential.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
