Senior ERP & Salesforce Support Analyst — Hybrid

Novaspect, Inc.; Schaumburg (IL); Hybride; USD 105 000 - 125 000; Plein temps

Avantages offerts par ce poste

Generous paid time off

401K with company match

Employee Stock Ownership Plan (ESOP)

Health & wellness benefits

Tuition reimbursement

Résumé du poste

Novaspect, Inc. in Schaumburg, IL seeks a Senior Salesforce Support Analyst to serve as Tier 3 SME for CRM (Salesforce) and ERP (IFS). This role drives incident resolution, workflow optimization, and system configurations to meet business needs.

The successful candidate will hold a Salesforce Admin certification, have 4+ years in enterprise application support, and be able to work on-site with a hybrid schedule after an initial on-site period.

Qualifications

• 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.

Responsabilités

• 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 and infrastructure.
• Troubleshoot and resolve complex technical issues spanning enterprise applications, endpoints, connectivity, and integrations.
• Provide advanced support and configuration troubleshooting for Salesforce, IFS, and SharePoint.
• Collaborate with stakeholders and vendors to resolve issues and optimize workflows.
• Maintain user roles, permissions, and workflows as directed by admins.
• Own and manage escalated tickets in ITSM with SLA adherence.
• Document recurring issues, resolutions, and knowledge base articles.

Connaissances

Tiered support

Analytical thinking

Documentation

Customer service

Formation

Bachelor’s degree or equivalent

Salesforce Certified Platform Administrator

Outils

Salesforce

IFS ERP

SharePoint

ITSM tools (Remedyforce/ServiceNow/Jira)

Description du poste

Novaspect, Inc. in Schaumburg, IL seeks a Senior Salesforce Support Analyst to serve as Tier 3 SME for CRM (Salesforce) and ERP (IFS). This role drives incident resolution, workflow optimization, and system configurations to meet business needs.

The successful candidate will hold a Salesforce Admin certification, have 4+ years in enterprise application support, and be able to work on-site with a hybrid schedule after an initial on-site period.