Salesforce Systems Support Analyst

The Salesforce Systems Support Analyst is a key member of the maintenance organization. This role is responsible for providing administration and optimization of the Agentforce Field Service platform launching across the maintenance organization. This new team member serves as a key point of contact for internal users, ensuring system stability, usability, and alignment with business operations. They will work cross-functionally with other analysts and IT Teams across Penske.\n \n Their primary responsibilities include supporting day-to-day system usage, troubleshooting issues, gathering enhancement requests, and configuring front end Salesforce solutions to meet evolving business needs. The Analyst collaborates closely with internal stakeholders to improve workflows, maintain data integrity, and drive system adoption. This role also plays a critical part in user enablement through training, documentation, and continuous improvement initiatives, while ensuring alignment with organizational processes and best practices.\n \n \nKey Responsibilities\n \n \nSalesforce Administration & Configuration\n \u2022 Serve as the primary support resource and subject matter expert for Salesforce users in the maintenance organization, resolving issues, answering questions, and ensuring effective system utilization.\n \u2022 Configure and maintain Salesforce to support internal business processes, including implementing enhancements based on user needs.\n \u2022 Translate business requirements into system configurations and functional solutions. Partner with stakeholders to prioritize and implement system improvements.\n \u2022 Build and maintain Salesforce reports and dashboards to support operational and leadership decision-making.\n \n \nSystem Support & Operations\n \u2022 Monitor system performance, troubleshoot defects, and coordinate resolutions with internal teams.\n \u2022 Analyze system data and user trends to identify opportunities for optimization and efficiency improvements.\n \u2022 Read and write SQL queries through foundational knowledge of relational databases (e.g., MySQL, PostgreSQL, or SQL Server)\n \u2022 Provide support during high-demand periods and assist with special projects as needed.\n \n \nCollaboration & Stakeholder Support\n \u2022 Work cross-functionally with operations, IT, and business teams to align Salesforce capabilities with business needs.\n \u2022 Partner with Salesforce IT developers to deliver advanced automation and agentic solutions.\n \u2022 Develop and maintain job aids, documentation, and training materials to support end users.\n \u2022 Conduct onboarding and ongoing training sessions to improve user adoption and system effectiveness.\n \n

u2022 Bachelor's degree in business, Information Systems, or related field preferred.\n \u2022 At least 2 years working as a Salesforce administrator or BA is required; specific experience with Field Service is preferred.\n \u2022 Salesforce Administrator certification required, additional certifications are encouraged.\n \u2022 Proven experience managing end-to-end project lifecycles with on-time deliveries\n \u2022 Regular, predictable, full attendance is an essential function of the job.\n \u2022 Successful candidate must complete Penske employment application, submit to a background investigation (past employment, education, and criminal history), and complete a drug screening.\n \n \nSkills & Capabilities\n \u2022 Strong troubleshooting and problem-solving skills with a focus on user support.\n \u2022 Experience gathering and documenting business requirements.\n \u2022 Ability to manage multiple priorities and respond to changing business needs.\n \u2022 Strong communication skills with the ability to work across all levels of the organization.\n \u2022 Familiarity with Atlassian suite including Jira and Confluence\n

n \nKey Focus Areas for Success\n \u2022 Deliver timely and effective internal support for Salesforce users\n \u2022 Drive user adoption through training and engagement\n \u2022 Improve business processes through system optimization\n \u2022 Maintain high data quality and system reliability\n \u2022 Act as a trusted partner between business users and technology teams\n \n \nPhysical Requirements:\n \n The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\n \u2022 The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.\n \u2022 While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.\n \u2022 Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.\n \n Penske is an Equal Opportunity Employer\n \n \nAbout Penske Truck Leasing/Transportation Solutions\n \n Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.\n