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
For 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 Sponsorship
Lennar 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.