Senior Salesforce Support Analyst

About the role

Novaspect, Inc., an Emerson Local Business Partner and a global leader in process systems and solutions, is currently offering an opportunity for a Senior IS Support Analyst to join our fast-paced, customer-oriented team in Schaumburg, IL. This individual will serve as a Tier 3 technical resource and subject matter expert within our enterprise Information Systems team.

In this role, you will be the go-to escalation point for complex issues, ensuring the stability and performance of our core business applications-CRM (Salesforce) and ERP (IFS)-and related enterprise systems. You will collaborate with business leaders, optimize workflows, and help shape how technology drives operational excellence across the organization.

Senior Salesforce Support Analyst Essential Duties and Responsibilities

• Act as the primary escalation point for complex technical issues from Tier 1 and Tier 2 support teams
• Perform root cause analysis and resolution of incidents across enterprise applications, endpoints, and infrastructure components
• Troubleshoot and resolve complex technical issues spanning enterprise applications, endpoints, connectivity, and integrations
• Provide advanced support and configuration troubleshooting for key business systems, including Salesforce, IFS, and SharePoint
• Liaise 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
• Collaborate with business owners to translate operational needs into system configurations, ensuring solutions are scalable and aligned with business goals
• Own and manage escalated tickets in the ITSM platform; ensure 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 or deployments
• Partner with business units to identify system improvement opportunities and support departmental technology needs
• Contribute to application enhancement projects, system upgrades, and rollout of new digital tools
• Mentor junior analysts and contribute to team development through documentation and informal coaching

Requirements

Senior Salesforce Support Analyst Education/of Experience

• Bachelor's degree in Information Systems, Computer Science, or related field-or equivalent practical experience
• 4+ years in a technical support, systems analyst, or enterprise application support role
• Salesforce Certified Platform Administrator credential required
• Proven success in supporting business-critical systems and resolving escalated Tier 2/3 technical issues
• Experience supporting or administering Salesforce
• Experience supporting or working within an enterprise-level ERP platform (IFS is a strong plus)
• 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, with a strong customer service orientation

Senior Salesforce Support Analyst Additional Qualifications

• Familiarity with SharePoint or other document workflow platforms
• Working knowledge of ITSM tools (e.g., Remedyforce, ServiceNow, Jira Service Management)
• Understanding of ITIL processes and best practices.
• Ability to work independently, manage competing priorities, and communicate effectively with both technical and non-technical audiences
• Experience collaborating with ERP/CRM vendors or external support teams for advanced troubleshooting and enhancements
• Experience supporting application integrations or middleware tools

Senior Salesforce Support Analyst Requirements

• Ability to work extended hours on a computer

Senior Salesforce Support Analyst Pay

• Base Salary: $105,000 - $125,000
• Bonus Potential: 5%

Additional information

The final offer will be based on several factors, including, but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in the position.

Senior Salesforce Support Analyst Location: Schaumburg, IL

• Employees are expected to work on-site 5 days per week during their first 6months. Afterward, this position is eligible for a hybrid schedule of 3 days on-site and up to 2 days remote per week.

Senior Salesforce Support Analyst Benefits

Recognized with a Top Employee Benefit Plan Award in 2020, below you will find our outstanding total rewards package when you join our team including:

• Generous paid time off; starting at 15 vacation days, 10 holidays, and 10 days of Paid Sick & Safety Time (PSST)
• 401K with 4% company match
• Employee Stock Ownership Plan (ESOP)
• Excellent health & wellness benefits
• Student debt & tuition reimbursement