Senior Salesforce Support Analyst

Midwest Valve Services, LLC; Schaumburg (IL); On-site; USD 105,000 - 125,000; Full time

Benefits offered by this job

Paid time off

401K with company match

ESOP

Health benefits

Tuition reimbursement

Job summary

Novaspect, Inc. in Schaumburg, IL is seeking a Senior Salesforce Support Analyst to act as Tier 3 escalation point for Salesforce, IFS, and related enterprise systems.

You’ll optimize workflows, mentor junior analysts, and collaborate with vendors to ensure stability and performance of core business applications. The role requires a Salesforce Admin certification, 4+ years in enterprise support, solid SQL skills, and strong communication.

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 platforms (IFS is a strong plus)
• Strong SQL, T-SQL and/or PL/SQL scripting skills
• 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, endpoints, and infrastructure components
• Troubleshoot and resolve complex technical issues spanning enterprise applications, endpoints, connectivity, and integrations
• Provide advanced support and configuration troubleshooting for Salesforce, IFS, and SharePoint
• Liaise with internal stakeholders and vendors to resolve issues, implement updates, and optimize workflows
• Maintain user roles, permissions, and workflows as directed by system administrators
• Collaborate with business owners to translate operational needs into system configurations
• Own and manage escalated tickets in the ITSM platform; ensure timely resolution and SLAs
• Document recurring issues, resolutions, and knowledge base articles
• Support incident response, change management, and operational readiness for system changes
• Partner with business units to identify system improvement opportunities
• Contribute to application enhancement projects and rollouts
• Mentor junior analysts and contribute to team development

Skills

Customer service orientation

Communication skills

Analytical skills

Documentation skills

Education

Bachelor's degree in Information Systems or Computer Science

Tools

Salesforce

IFS ERP

SharePoint

Remedyforce

ServiceNow

Jira Service Management

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

Senior Salesforce Support Analyst 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

Senior Salesforce Support Analyst Requirements:

• Ability to work extended hours on a computer

Senior Salesforce Support Analyst 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.

Senior Salesforce Support Analyst 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.

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 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.