[Remote] Salesforce Support Analyst II (Remote)
Note: The job is a remote job and is open to candidates in USA. Lennar is a company dedicated to building homes and providing support to its associates. They are seeking a Salesforce Support Analyst II to provide intermediate technical support for Salesforce users, manage internal client relationships, and mentor junior analysts while ensuring effective service delivery across the business.
Responsibilities
- 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
Skills
- 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
Benefits
- Robust health insurance plans, including Medical, Dental, and Vision coverage
- 401(k) Retirement Plan, complete 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
Company Overview
Company H1B Sponsorship