Senior Salesforce Support & Escalation Lead (Hybrid)

Midwest Valve Services, LLC; Schaumburg (IL); Sur place; USD 105 000 - 125 000; Plein temps

Avantages offerts par ce poste

Paid time off

401K with company match

ESOP

Health benefits

Tuition reimbursement

Résumé du poste

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

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, 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

Connaissances

Customer service orientation

Communication skills

Analytical skills

Documentation skills

Formation

Bachelor's degree in Information Systems or Computer Science

Outils

Salesforce

IFS ERP

SharePoint

Remedyforce

ServiceNow

Jira Service Management

Description du poste

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.