At CRG we are seeking a highly motivated and detail-oriented Level 2 Support Analyst to join our IT Lead to Cash team. The successful candidate will primarily work out of ServiceNow to manage and resolve tickets related to Salesforce and PSA (Professional Services Automation) systems. This role involves troubleshooting, analyzing, and resolving complex technical issues while providing exceptional customer service to internal stakeholders. The Level 2 Support Analyst will also collaborate with cross-functional teams to escalate and resolve advanced issues, ensuring seamless system functionality and user satisfaction.

Requirements:

• Fluent in English. High Proficiency level (must).

• 2+ years of experience in a Level 2 support or similar role.
• Hands-on experience with ServiceNow or similar ticketing systems.
• Strong knowledge of Salesforce, including troubleshooting automations, user permissions, and reporting issues.
• Familiarity with PSA tools (e.g., FinancialForce, Kimble, or similar systems).
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• Salesforce Administrator certification or equivalent experience.
• Experience with ServiceNow configuration and workflow management.
• Familiarity with ITIL processes and principles.
• Basic understanding of system integrations and APIs.

• Customer-focused mindset with a commitment to delivering high-quality support.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Proactive attitude with a focus on continuous improvement.

Key Responsibilities

• Ticket Management:

• Monitor, prioritize, and manage tickets in ServiceNow, ensuring timely resolution of issues.
• Respond to and resolve Level 2 support tickets related to Salesforce and PSA systems.
• Escalate unresolved or complex issues to Level 3 support or relevant teams, providing detailed documentation.

• Troubleshooting and Analysis:

• Diagnose and troubleshoot technical issues in Salesforce and PSA systems, including user access, workflows, integrations, and reporting problems.
• Perform root cause analysis to identify recurring issues and recommend long-term solutions.
• Collaborate with business users to understand their challenges and provide effective resolutions.

• System Maintenance and Support:

• Execute routine maintenance tasks for Salesforce and PSA systems, ensuring optimal performance.
• Perform user account administration, including role assignments, permission sets, and security settings.
• Assist in testing and deploying system updates, patches, and enhancements.

• Documentation and Reporting:

• Create and maintain detailed documentation for troubleshooting steps, resolutions, and best practices.
• Provide regular updates to stakeholders on ticket status and resolution timelines.
• Contribute to the knowledge base by documenting FAQs and common support issues.

• Collaboration:

• Work closely with IT, Salesforce administrators, and PSA system owners to address system issues and improvements.
• Participate in team meetings to discuss trends, challenges, and opportunities for process improvements.
• Provide training and guidance to end-users on system functionality and best practices.