Sr. Salesforce Support Analyst

Ingersoll Rand; Davidson (NC); Remote; USD 95,000 - 135,000; Full time

Benefits offered by this job

Remote work

Career development opportunities

Job summary

Ingersoll Rand is seeking a Senior Salesforce Support Analyst to optimize our Salesforce ecosystem, focusing on Service Cloud and Salesforce Field Service. This remote role partners with IT, service operations, and business stakeholders to deliver scalable, reliable Salesforce solutions that improve customer success.

You will troubleshoot complex issues, support testing and deployment, and help drive automation and process improvements across a global organization.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience.
• 5+ years of experience supporting Salesforce within a complex enterprise environment.
• 3+ years of hands-on experience with Salesforce Service Cloud and/or Salesforce Field Service.
• Experience supporting integrations between Salesforce and SAP and/or Oracle ERP platforms.
• Experience working with ServiceNow and ITIL-based support methodologies.

Responsibilities

• Serve as the primary Level 2/3 support resource for Salesforce Service Cloud and Salesforce Field Service.
• Diagnose and resolve complex application, configuration, data quality, and integration issues.
• Lead incident, problem, change, and request management activities through ServiceNow.
• Partner with business stakeholders to gather requirements, document solutions, and drive operational improvements.
• Develop and maintain end-user documentation, training materials, and knowledge articles.

Skills

Salesforce Service Cloud

Salesforce Field Service

ServiceNow

SAP

Oracle ERP

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

SAP

Oracle ERP

Salesforce APIs

Job description

Senior Salesforce Support Analyst (Remote)

Join Ingersoll Rand and Shape the Future of Service Operations

At Ingersoll Rand, we are driven by an entrepreneurial spirit, a culture of ownership, and a commitment to innovation. As a global leader in mission-critical flow creation and industrial technologies, we empower our teams to solve complex challenges, drive operational excellence, and create exceptional customer experiences.

We are seeking a Senior Salesforce Support Analyst who is passionate about Salesforce technologies and eager to make a significant impact across a global organization. In this highly visible role, you will partner with business leaders, service teams, and technology stakeholders to optimize our Salesforce ecosystem, enhance service operations, and deliver solutions that improve customer success.

If you thrive in a collaborative environment, enjoy solving complex technical challenges, and want to help shape the future of digital service transformation, we'd love to hear from you.

BH Job ID: 5276

SF Job Req ID: 20709

Position Details

Location: Remote

Function: Information Technology

Reports To: Senior Manager, CRM Applications

What You'll Do

As the Senior Salesforce Support Analyst, you will serve as a key contributor to the stability, scalability, and continuous improvement of our Salesforce platform, with a focus on Service Cloud and Salesforce Field Service.

Key Responsibilities

• Serve as the primary Level 2/3 support resource for Salesforce Service Cloud and Salesforce Field Service.


• Diagnose and resolve complex application, configuration, data quality, and integration issues.


• Support critical service processes including scheduling, dispatching, work order management, technician productivity, and mobile workforce operations.


• Manage and optimize integrations between Salesforce and enterprise platforms including SAP, Oracle ERP, ServiceNow, and other business-critical systems.


• Lead incident, problem, change, and request management activities through ServiceNow.


• Partner closely with business stakeholders to gather requirements, document solutions, and drive operational improvements.


• Support testing, release management, user acceptance testing (UAT), system enhancements, and deployment activities.


• Develop and maintain end-user documentation, training materials, and knowledge articles.


• Identify opportunities for automation, process optimization, and continuous improvement.


• Collaborate with cross-functional teams to deliver scalable solutions that enhance customer and employee experiences.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience.


• 5+ years of experience supporting Salesforce within a complex enterprise environment.


• 3+ years of hands‑on experience with Salesforce Service Cloud and/or Salesforce Field Service.


• Experience supporting integrations between Salesforce and SAP and/or Oracle ERP platforms.


• Experience working with ServiceNow and ITIL-based support methodologies.


• Strong troubleshooting and analytical skills.


• Demonstrated ability to effectively communicate with technical and non-technical stakeholders.


• Experience managing multiple priorities in a fast-paced environment.

Preferred Qualifications

• Salesforce Administrator Certification.


• Salesforce Field Service Consultant Certification.


• Experience with SAP ECC, SAP S/4HANA, Oracle E-Business Suite (EBS), or Oracle Fusion.


• Experience within manufacturing, industrial, or field-service-driven organizations.


• Familiarity with the enosix integration platform.


• Experience supporting large-scale Salesforce environments with global user communities.

Technical Environment

Experience with the following technologies is highly valued:

• Salesforce Service Cloud


• Salesforce Field Service


• Salesforce Flow Builder


• Salesforce Security & Access Model


• Reporting & Dashboards


• SAP ECC / SAP S/4HANA


• Oracle EBS / Oracle Fusion


• ServiceNow


• APIs and Web Services


• Middleware & Integration Platforms


• Data Management & Data Quality


• Release & Change Management

Why Join Ingersoll Rand?

• Work remotely with a globally recognized industrial technology leader.


• Drive meaningful digital transformation initiatives that directly impact customer success.


• Collaborate with talented teams across IT, Service Operations, and Business Functions.


• Influence the future direction of Salesforce Service Cloud and Field Service capabilities.


• Grow your career through continuous learning, leadership exposure, and development opportunities.


• Join a company that values innovation, ownership, collaboration, and integrity.

About Ingersoll Rand

Ingersoll Rand Inc. (NYSE: IR) is committed to helping make life better for our employees, customers, and communities. Through more than 40 trusted brands, we provide mission-critical flow creation and industrial solutions that perform in some of the world's most demanding environments. Our global team is united by a passion for innovation, customer success, and continuous improvement.

Equal Opportunity Employer

Ingersoll Rand is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical leave status, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other protected characteristic under applicable federal, state, or local law.