[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.ResponsibilitiesServe as an escalation point for Tier 1 support analysts, resolving complex Salesforce access, configuration, and data issuesManage internal client relationships by carrying out advanced Salesforce requests and providing consistent, proactive communication to business stakeholdersProduce, update, and maintain best practice Salesforce support documentation, runbooks, and knowledge base articlesProvide detailed incident summaries, root cause analysis, and propose long-term solutions for recurring platform issuesTroubleshoot and resolve advanced Salesforce issues including sharing rule conflicts, permission set group assignments, complex profile configurations, and OWD (Org-Wide Default) related access problemsConfigure and maintain declarative automation including flows, validation rules, approval processes, and process builders under change management guidelinesPerform advanced data operations using Data Loader, Workbench, and SOQL queries; support data quality initiatives including deduplication, mass updates, and data migrationsBuild and modify reports, dashboards, and report types to support business reporting needsMaintain and update ServiceNow tickets daily with accurate, reproducible details and ensure SLA adherence across the Salesforce support queueSupport release management activities including sandbox refreshes, change set deployments, and post-deployment validation in productionMonitor Salesforce platform health including API limits, storage usage, license thresholds, integration failures, and scheduled job errors; report and remediate issues immediatelyCoordinate with Salesforce Platform Engineering on bug triage, defect resolution, and enhancement requestsLead Salesforce training sessions, office hours, and onboarding walkthroughs for new users and divisionsAssist 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 issuesMonitor and assist with coordinating third-party Salesforce support contractors and managed service partnersMentor and provide guidance to Tier 1 Salesforce Support Analysts on case resolution and platform best practicesPerform other duties as assigned by the Salesforce Support ManagerSkillsHigh school diploma required or GED; Bachelor's degree preferredMinimum 3-5 years of relevant Salesforce administration or support experienceSalesforce Certifications Highly Preferred: Salesforce Administrator certification (ADM-201), Advanced Administrator (ADM-211), or Platform App Builder certificationStrong working knowledge of Salesforce Sales Cloud and Service Cloud, including security model (profiles, permission sets, roles, sharing rules, OWD), automation tools, and data architectureProficiency with Salesforce declarative tools including Flow Builder, validation rules, approval processes, and Lightning App BuilderHands-on experience with Salesforce data tools (Data Loader, Workbench, Data Import Wizard) and basic SOQL/SOSL query writingExperience with Salesforce release management, sandbox environments, and change set or DevOps deployment processesFamiliarity with Salesforce integrations and ability to troubleshoot connected system issues at a functional levelWorking knowledge of Apex, Lightning Web Components, or other Salesforce development concepts (read-only level) is a plusUnderstanding of case management workflows and SLA-driven support environmentsAbility to perform structured work assignments with minimal supervision and lead small initiatives independentlyProficient in troubleshooting platform access, data, configuration, and integration issuesStrong communication and problem-solving skills, with the ability to translate technical issues into clear, user-friendly language for both end users and executivesAbility to recognize, escalate, and drive resolution of issues across cross-functional teamsExperience with ServiceNow or a comparable ITSM ticketing system requiredPhysical ability to perform the job's requirements, including frequent sitting, standing, and occasional lifting up to 25 lbsBenefitsRobust health insurance plans, including Medical, Dental, and Vision coverage401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%Paid Parental LeaveAssociate Assistance PlanEducation Assistance ProgramUp to $30,000 in Adoption AssistanceUp to three weeks of vacation annuallyGenerous Holiday, Sick Leave, and Personal Day policiesNew Hire Referral Bonus ProgramSignificant Home Purchase DiscountsEveryone’s Included DayCompany OverviewFor more than 70 years, Lennar has been in the business of making homeownership more attainable for more people. It was founded in 1954, and is headquartered in Miami, Florida, USA, with a workforce of 10001+ employees. Its website is http://lennar.com.Company H1B SponsorshipLennar has a track record of offering H1B sponsorships, with 3 in 2026, 23 in 2025, 16 in 2024, 8 in 2023, 6 in 2022, 2 in 2021, 7 in 2020. Please note that this does not guarantee sponsorship for this specific role.