Senior ERP Support Analyst

Novaspect, Inc.; Schaumburg (IL); Hybrid; USD 105,000 - 125,000; Full time

Benefits offered by this job

Generous paid time off

401K with company match

Employee Stock Ownership Plan (ESOP)

Health & wellness benefits

Tuition reimbursement

Job summary

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.

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 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.

Skills

Tiered support

Analytical thinking

Documentation

Customer service

Education

Bachelor’s degree or equivalent

Salesforce Certified Platform Administrator

Tools

Salesforce

IFS ERP

SharePoint

ITSM tools (Remedyforce/ServiceNow/Jira)

Job description

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

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

Requirements: Ability to work extended hours on a computer

• Ability to work extended hours on a computer

Pay

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

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.

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 6% company match
• Employee Stock Ownership Plan (ESOP)
• Excellent health & wellness benefits
• Student debt & tuition reimbursement

Who We Are

Novaspect, Inc., is an employee-owned company that engineers, sells, and services industrial process controls. Our Core Purpose is to improve our customer’s performance through the innovative application of technology. We are passionate about creating effective processes and building customer relationships. We position ourselves to attract the best talent, and ensure we are delivering local services with proven technologies. Novaspect seeks to increase the success and sustainability of our customers’ operations and our local communities. We do this by providing best-in-class industrial automation solutions. As a 100% employee-owned ESOP company, we are also looking for folks who share our desire to have a positive impact on customers and their communities, and with a personal investment in successful results.