Salesforce Support Analyst II
The Salesforce Support Analyst II provides intermediate technical support for Lennar Associates using the Salesforce platform. This role involves resolving complex platform issues, supporting administrators and developers on configuration and deployment activities, and managing internal client relationships. The Salesforce Support Analyst II will serve as an escalation point for Tier 1 support, mentor junior analysts, and ensure timely and effective service across the business.
- A career with purpose.
- A career built on making dreams come true.
- A career built on building zero defect homes, cost management, and adherence to schedules.
Your Responsibilities on the Team
- 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.