Senior Salesforce Support Analyst

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

Benefits offered by this job

Paid time off

Holidays

401K with match

Employee Stock Ownership Plan (ESOP)

Excellent health benefits

Tuition reimbursement

Job summary

Novaspect, Inc. in Schaumburg, IL is seeking a Senior Salesforce Support Analyst to serve as Tier 3 escalation for Salesforce, IFS, and related enterprise systems. The role focuses on stability, incident resolution, and workflow optimization in a fast-paced environment.

The ideal candidate has 4+ years in enterprise application support, Salesforce Admin certification, and strong SQL scripting skills. On-site work required for 6 months, with later hybrid scheduling and a comprehensive rewards

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.
• Experience supporting Salesforce and ERP systems (IFS) is highly desirable.
• Strong SQL scripting skills and analytical mindset.
• Excellent communication and documentation 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, 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 systems, including Salesforce, IFS, and SharePoint.
• Liaise with stakeholders and vendors to resolve issues, implement updates, and optimize workflows.

Skills

Salesforce

SQL

IFS ERP

SharePoint

ITSM tools

Documentation

Customer service

Vendor collaboration

Education

Bachelor's degree in Information Systems/CS or related field

Tools

Salesforce

IFS

SharePoint

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 teamsPerform root cause analysis and resolution of incidents across enterprise applications, endpoints, and infrastructure componentsTroubleshoot and resolve complex technical issues spanning enterprise applications, endpoints, connectivity, and integrationsProvide advanced support and configuration troubleshooting for key business systems, including Salesforce, IFS, and SharePointLiaise with internal stakeholders and vendors to resolve application issues, implement updates, and optimize workflowsMaintain user roles, permissions, and workflows as directed by system administrators or business ownersCollaborate with business owners to translate operational needs into system configurations, ensuring solutions are scalable and aligned with business goalsOwn 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 escalationsSupport incident response, change management, and operational readiness for system changes or deploymentsPartner with business units to identify system improvement opportunities and support departmental technology needsContribute to application enhancement projects, system upgrades, and rollout of new digital toolsMentor junior analysts and contribute to team development through documentation and informal coachingRequirementsSenior 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 roleSalesforce Certified Platform Administrator credential requiredProven success in supporting business-critical systems and resolving escalated Tier 2/3 technical issuesExperience supporting or administering SalesforceExperience supporting or working within an enterprise-level ERP platform (IFS is a strong plus)Solid SQL, T-SQL and/or PL/SQL scripting skillsStrong analytical skills, attention to detail, and commitment to process improvementExcellent communication and documentation skills, with a strong customer service orientationSenior Salesforce Support Analyst Additional Qualifications:Familiarity with SharePoint or other document workflow platformsWorking 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 audiencesExperience collaborating with ERP/CRM vendors or external support teams for advanced troubleshooting and enhancementsExperience supporting application integrations or middleware toolsSenior Salesforce Support Analyst Requirements:Ability to work extended hours on a computerSenior Salesforce Support Analyst Pay:Base Salary: $105,000 - $125,000Bonus 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.Senior Salesforce Support Analyst Location: Schaumburg, ILEmployees 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 6% company matchEmployee Stock Ownership Plan (ESOP)Excellent health & wellness benefitsStudent debt & tuition reimbursementWho 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.