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 (Net Suite).
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
