System Analyst

System Support Analyst Location: Remotely basedJOB SUMMARYMajor Areas of ResponsibilityService Request ManagementReview, 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 managementData updates and correctionsConfiguration adjustmentsReport and dashboard setupWorkflow 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 systemSystem 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 DevelopmentCreate 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 QualificationsBachelor’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 privilegesBasic to intermediate understanding of relational databases / SQLExperience managing ticket-based service requests in an IT support or operations environment.Strong documentation and process writing skillsAbility to follow structured procedures and maintain detailed records.Preferred QualificationsSalesforce Administrator certificationExperience 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 LikeExecutes system support requests accurately and efficientlyMaintains clear, organized documentationImproves operational processes and system usabilityProvides reliable day-to-day system support to business users

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