Sr. Salesforce Support Analyst

At Ingersoll Rand
, we are driven by an entrepreneurial spirit, a culture of ownership, and a commitment to innovation. As a global leader in mission-critical flow creation and industrial technologies, we empower our teams to solve complex challenges, drive operational excellence, and create exceptional customer experiences.

We are seeking a Senior Salesforce Support Analyst
who is passionate about Salesforce technologies and eager to make a significant impact across a global organization. In this highly visible role, you will partner with business leaders, service teams, and technology stakeholders to optimize our Salesforce ecosystem, enhance service operations, and deliver solutions that improve customer success.

If you thrive in a collaborative environment, enjoy solving complex technical challenges, and want to help shape the future of digital service transformation, we'd love to hear from you.

Location:Remote
Function:Information Technology
Reports To:Senior Manager, CRM Applications

As the Senior Salesforce Support Analyst, you will serve as a key contributor to the stability, scalability, and continuous improvement of our Salesforce platform, with a focus on Service Cloud
and Salesforce Field Service
.

• Serve as the primary Level 2/3 support resource for Salesforce Service Cloud and Salesforce Field Service.
• Diagnose and resolve complex application, configuration, data quality, and integration issues.
• Support critical service processes including scheduling, dispatching, work order management, technician productivity, and mobile workforce operations.
• Manage and optimize integrations between Salesforce and enterprise platforms including SAP, Oracle ERP, Service Now, and other business-critical systems.
• Lead incident, problem, change, and request management activities through Service Now.
• Partner closely with business stakeholders to gather requirements, document solutions, and drive operational improvements.
• Support testing, release management, user acceptance testing (UAT), system enhancements, and deployment activities.
• Develop and maintain end-user documentation, training materials, and knowledge articles.
• Identify opportunities for automation, process optimization, and continuous improvement.
• Collaborate with cross-functional teams to deliver scalable solutions that enhance customer and employee experiences.

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience.
• 5+ years of experience supporting Salesforce within a complex enterprise environment.
• 3+ years of hands-on experience with Salesforce Service Cloud and/or Salesforce Field Service.
• Experience supporting integrations between Salesforce and SAP and/or Oracle ERP platforms.
• Experience working with Service Now and ITIL-based support methodologies.
• Strong troubleshooting and analytical skills.
• Demonstrated ability to effectively communicate with technical and non-technical stakeholders.
• Experience managing multiple priorities in a fast-paced environment.

• Salesforce Field Service Consultant Certification.
• Experience with SAP ECC, SAP S/4
  
  HANA, Oracle E-Business Suite (EBS), or Oracle Fusion.
• Experience with in manufacturing, industrial, or field-service-driven organizations.
• Familiarity with the enosix integration platform.
• Experience supporting large-scale Salesforce environments with global user communities.

Experience with the following technologies is highly valued:

• Salesforce Service Cloud
• Salesforce Field Service
• Salesforce Flow Builder
• Salesforce Security & Access Model
• SAP ECC / SAP S/4
  
  HANA
• Oracle EBS / Oracle Fusion
• Service Now
• AP…