Salesforce Support Analyst II

Role Overview

• Serve as an escalation point for Tier 1 support analysts, resolving complex Salesforce access, configuration, and data issues
• Manage internal client relationships by carrying out advanced Salesforce requests and providing consistent, proactive communication to business stakeholders
• Produce, update, and maintain best practice Salesforce support documentation, runbooks, and knowledge base articles
• Provide detailed incident summaries, root cause analysis, and propose long-term solutions for recurring platform issues
• Troubleshoot and resolve advanced Salesforce issues including sharing rule conflicts, permission set group assignments, complex profile configurations, and OWD (Org-Wide Default) related access problems
• Configure and maintain declarative automation including flows, validation rules, approval processes, and process builders under change management guidelines
• Perform advanced data operations using Data Loader, Workbench, and SOQL queries; support data quality initiatives including deduplication, mass updates, and data migrations
• Build and modify reports, dashboards, and report types to support business reporting needs
• Maintain and update ServiceNow tickets daily with accurate, reproducible details and ensure SLA adherence across the Salesforce support queue
• Support release management activities including sandbox refreshes, change set deployments, and post-deployment validation in production
• Monitor Salesforce platform health including API limits, storage usage, license thresholds, integration failures, and scheduled job errors; report and remediate issues immediately
• Coordinate with Salesforce Platform Engineering on bug triage, defect resolution, and enhancement requests
• Lead Salesforce training sessions, office hours, and onboarding walkthroughs for new users and divisions
• Assist in troubleshooting integrations between Salesforce and connected systems (Invoca, OwnData, ServiceNow, and Lennar internal applications)
• Provide weekly status reports summarizing case volume, trend analysis, resolution times, and outstanding issues
• Monitor and assist with coordinating third-party Salesforce support contractors and managed service partners
• Mentor and provide guidance to Tier 1 Salesforce Support Analysts on case resolution and platform best practices
• Perform other duties as assigned by the Salesforce Support Manager

Requirements

• High school diploma required or GED; Bachelor's degree preferred
• Minimum 3-5 years of relevant Salesforce administration or support experience
• Salesforce Certifications Highly Preferred: Salesforce Administrator certification (ADM-201), Advanced Administrator (ADM-211), or Platform App Builder certification
• Strong working knowledge of Salesforce Sales Cloud and Service Cloud, including security model (profiles, permission sets, roles, sharing rules, OWD), automation tools, and data architecture
• Proficiency with Salesforce declarative tools including Flow Builder, validation rules, approval processes, and Lightning App Builder
• Hands-on experience with Salesforce data tools (Data Loader, Workbench, Data Import Wizard) and basic SOQL/SOSL query writing
• Experience with Salesforce release management, sandbox environments, and change set or DevOps deployment processes
• Familiarity with Salesforce integrations and ability to troubleshoot connected system issues at a functional level
• Working knowledge of Apex, Lightning Web Components, or other Salesforce development concepts (read-only level) is a plus
• Understanding of case management workflows and SLA-driven support environments
• Ability to perform structured work assignments with minimal supervision and lead small initiatives independently
• Proficient in troubleshooting platform access, data, configuration, and integration issues
• Strong communication and problem-solving skills, with the ability to translate technical issues into clear, user-friendly language for both end users and executives
• Ability to recognize, escalate, and drive resolution of issues across cross-functional teams
• Experience with ServiceNow or a comparable ITSM ticketing system required
• Physical ability to perform the job's requirements, including frequent sitting, standing, and occasional lifting up to 25 lbs.

Tech Stack

• Cloud
• ITSM
• ServiceNow

Benefits

• Comprehensive health insurance plans including Medical, Dental, and Vision coverage
• 401(k) Retirement Plan with a $1 for $1 Company Match up to 5%
• Paid Parental Leave
• Associate Assistance Plan
• Education Assistance Program
• Up to $30,000 in Adoption Assistance
• Up to three weeks of vacation annually
• Generous Holiday, Sick Leave, and Personal Day policies
• New Hire Referral Bonus Program
• Significant Home Purchase Discounts
• Everyone’s Included Day