Salesforce Enterprise Application Support Analyst Base pay range: $2,500.00/yr - $3,000.00/yr Location Mexico/Brazil — Full Remote — Contract position — With Perks (PTO, Vacation, Bonuses) Responsibilities Deliver Tier 2 application support and provide technical analysis on requested changes to Salesforce CRM and other business applications. Troubleshoot applications and software for all internal customers, including operations, development, and other business units. Map functional requirements to technical requirements to ensure all changes are implemented in accordance with best practices. Field incoming problem tickets to resolve application and software issues (CRM); prioritize, schedule, and administer all instances where enhancements and defect resolution are required. Record, track, and document the problem‑solving process, including all decisions and actions, through to final resolution. Communicate application problems and issues to key stakeholders: management, development teams, end‑users, and unit leaders. Test fixes and perform post‑resolution follow‑ups to ensure problems have been adequately resolved. Maintain and enhance performance of all new and existing software and applications across the organization. Identify and learn appropriate software applications used and supported by the organization. Perform preventative maintenance, including installation of service packs, patches, hot fixes, and so on. Engage the database team to assist in problem‑solving activities when required. Manage and/or provide guidance to junior team members (e.g., Tier 1 support analysts). Deploy changes to production and UAT environments with the support of the development team and perform configuration tasks according to standard deployment guidelines. Take ownership of application change requests and involve the appropriate parties to see the request to completion. Ensure that supporting documentation and knowledge transfer for supported applications are in place and updated regularly. SOX Requirements Ensure the ongoing design, execution, and effectiveness of all controls within the role's span of control. Ensure all required documentation related to underlying reports, control performance, and review steps is complete, accurate, and updated. Regularly connect with Global Process Owners (GPOs) for any questions on control design, including best‑practice sharing. Identify and communicate control changes as necessary to the GPO for review and alignment; once approved, update the control design through the quarterly Control Design Assessment process. Account for controls working as designed, performed consistently, and timely to ensure financial risk is mitigated. For any deficiencies noted, design and implement an action plan to sustainably remediate the deficiency. Support management and independent testing as appropriate. Qualifications Experience supporting enterprise CRM systems, specifically Salesforce. Ecommerce and social platforms – Shopify, TikTokShop. Experience with configuration/support of Commerce Cloud, Sales Cloud, Marketing Cloud, Community Cloud is a plus. Proven experience with troubleshooting principles, methodologies, and issue resolution techniques. Knowledge of SQL and database queries, and trends in technology relating to software applications. Experience utilizing enterprise ITSM/ticketing tool. Highly self‑motivated and directed individual. Good analytical and problem‑solving abilities, and the ability to absorb new ideas and concepts quickly. Ability to work in a high‑pressure environment while effectively prioritizing and executing tasks. Strong research skills on technical application issues. Ability to present ideas in a professional and user‑friendly manner. Strong customer service orientation. Excellent written, oral, interpersonal, and presentation skills. Experience working in a team‑oriented, collaborative environment. Relevant education in Computer Science, information systems OR equivalent work experience is an asset. Seniority level Associate Employment type Contract Job function Information Technology Industries Software Development Referrals increase your chances of interviewing at SysTechCorp Inc by 2x. #J-18808-Ljbffr