System Support Analyst
Location: Remotely based
JOB SUMMARY
Major Areas of Responsibility
Service Request Management
- Review, prioritize, and complete system administration service requests for project business applications based on established documentation and procedures.
- Perform routine administrative tasks such as:
- User provisioning and access management
- Data updates and corrections
- Configuration adjustments
- Report and dashboard setup
- Workflow and automation updates (where documented)
- Ensure requests are completed within defined service-level agreements (SLAs).
- Document work performed and maintain clear records in the service management system
System Administration
- Maintain system configurations according to documented standards.
- Troubleshoot system issues related to access, configuration, and basic functionality.
- Escalate complex issues to senior system administrators or platform specialists when required.
- Validate system changes and ensure they align with governance and change management processes.
Documentation & Process Development
- Create and maintain clear system documentation, standard operating procedures (SOPs), and knowledge base articles.
- Work with business stakeholders to translate business requirements into documented support processes and system procedures.
- Continuously identify opportunities to improve support workflows, documentation quality, and operational efficiency.
- Assist in building repeatable processes that allow consistent service delivery.
Minimum Qualifications
- Bachelor's degree in Information Systems, Business Administration, Computer Science, or a related field (or equivalent experience).
- 5+ years of experience supporting enterprise business systems.
- Experience working in Salesforce with System Administrator privileges
- Basic to intermediate understanding of relational databases / SQL
- Experience managing ticket-based service requests in an IT support or operations environment.
- Strong documentation and process writing skills
- Ability to follow structured procedures and maintain detailed records.
Preferred Qualifications
- Salesforce Administrator certification
- Experience with professional services automation (Mavenlink, Certinia, etc.) and/or ERP systems (NetSuite).
- Familiarity with ITIL-based service management processes.
- Experience creating knowledge base documentation or internal training materials.
What Success Looks Like
- Executes system support requests accurately and efficiently
- Maintains clear, organized documentation
- Improves operational processes and system usability
- Provides reliable day-to-day system support to business users
