Senior Salesforce Support Analyst

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 Share Point 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 SLAsDocument 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 experience4+ 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., Remedy force, Service Now, 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

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