Salesforce Support Analyst II

Lennar

Salesforce Support Analyst II providing technical support for Lennar Associates using the Salesforce platform. Resolving complex platform issues and mentoring junior analysts while ensuring timely service across the business.

Posted 6/3/2026full-timeRemote • Florida, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Salesforce administrationSalesforce configurationSOQLData LoaderFlow Buildervalidation rulesapproval processesLightning App Builderdata migrationSalesforce release management

Soft Skills

communicationproblem-solvingmentoringrelationship managementproactive communicationincident analysisteam collaborationindependent initiativetrainingescalation management

Certifications

Salesforce Administrator (ADM-201)Salesforce Advanced Administrator (ADM-211)Salesforce Platform App Builder