Salesforce Reporting Support Analyst II in Miami, FL at Lennar Homes

Date Posted: 5/30/2021

Job Snapshot

  • Employee Type:
  • Location:
    Miami, FL
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:
  • Job ID:

Job Description


The Salesforce Support Analyst will be responsible for implementing the internet-based Customer Relationship Management (Salesforce) tool. They will provide second line response for users requiring assistance with software issues and problems. Respond to requests for assistance by phone, email and/or using a help desk management system. The Salesforce Support Analyst will track issues to resolution, updating the internal knowledgebase and/or communicating learnings with relevant business units. They will also assist in determining business requirements, outlining best practices and corporate policies, in addition to conducting online training of new and existing users.


  • Create Salesforce reports to meet customer requirements
  • Research questions using available information resources and advise user on appropriate
  • Identify and escalate situations requiring urgent attention and Redirect problems to appropriate
  • Track and route problems and requests and document resolutions log all help desk
  • Serve as liaison between Salesforce developers and users when troubleshooting complicated or pervasive
  • Diagnose and resolve technical hardware and software
  • Follow standard help desk procedures and administer help desk software.
  • Responsible for working with division associates to review processes and procedures as necessary to align software with business
  • Perform troubleshooting activities and recommend solutions or system enhancements to achieveefficiencies, and best practices and adherence to corporate
  • Work on multiple phases of projects independently as well as coordinate activities with superiors and Division/Regional associates to resolve technical and/or business
  • Develop new training materials and provide training for new associates and retraining for current associates to improve system
  • Stay current with system information, changes, and updates.
  • Participate in testing new application changes and new software releases.
  • Other job duties as assigned


Technical Skills:

  • Demonstrates an understanding of technology used in assigned area
  • Executes assigned tasks with minimal supervision
  • Quickly grasps technical and business concepts
  • Reviews, analyzes and modifies systems including configuring, testing and deploying to support the needs of the business
  • Independently solves technical problems in assigned area
  • Collaborates with subject matter experts to assist in analysis and modelling of business processes and capabilities
  • Utilizes reporting tools to extract and manipulate data
  • Recognizes when to escalate to more senior associates
  • Provides level 2 support functions
  • Implements solutions in alignment with IT strategy and standards


Additional Skills:

  • Strong online remote work ethic.
  • Diligent; acts promptly
  • Interactive; maintains effective working relationships, supporting company leadership and team
  • Readily embraces change
  • Maintains a supportive and collaborative team work environment; encourages teamwork in others
  • Engages with others and works with integrity and ethically; upholds organizational values
  • Sensitive and responsive to internal and external needs; maintains a positive attitude, willing to seek solutions
  • Demonstrates operational awareness in problem solving
  • Understands the company's philosophy on diversity in the workplace

Education and Experience Requirements:

  • 3+ years of Salesforce administration experience.
  • 2+ years of Salesforce complex report creation.
  • Bachelor’s degree or certification required, Salesforce Administration certification desired
  • Working knowledge of CRM software preferred.
  • Prior Helpdesk or support experience especially working with ServiceNow
  • Experience with IBM and Macintosh computers, Microsoft Windows and Apple Operating Systems,MS Office Suite (Intermediate advanced level

- Word, Excel, PowerPoint, Access, Visio), internet applications, mobile applications and devices and network interface issues.

  • Knowledge and experience with standard customer service principles and practices


Physical Requirements:

This is primarily a sedentary office position which requires the CRM Support Specialist to have theability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.


Additional Requirements:

  • Arrive to Work on
  • Follow directions from a
  • Work independently of daily
  • Interact well with co-workers and associates at all company
  • Accept constructive
  • Work as part of a
  • Understand and follow documented work rules and department
  • Present training material either in person or via

 This description outlines the basic responsibilities and requirements for the position noted. This is not a comprehensive listing of all job duties of the Associates. Duties, responsibilities and activities may change atany time with or without notice.



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