Senior Salesforce Application Support Analyst

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 IS 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 IS 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
• Proven success in supporting business-critical systems and resolving escalated Tier 2/3 technical issues
• Experience supporting or administering Salesforce (Certified Platform Administrator is highly desirable) 
• 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 IS 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
• Certification in Salesforce Administration or ERP systems is a plus

Senior IS Support Analyst Pay:

• Base Salary Range: $105,000 - $125,000
• Bonus Potential: 5%

Senior IS Support Analyst Benefits:

Recognized with a Top Employee Benefit Plan Award, 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 Personal, Sick, & Safety Time (PSST)
• 401K with 6% company match 
• Employee Stock Ownership Program (ESOP) 
• Excellent health & wellness benefits
• Student debt & tuition reimbursement
• Referral bonus

Senior IS Support Analyst Location: Schaumburg, IL

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.

Salary : $105,000 - $125,000