Location: Charlotte, NC (Onsite 3 days/week)
Duration: 6‑month contract
Rate: $30-35
Job Description
Our client, a regionally based telecommunications provider, is seeking a contract Systems Support Analyst to provide front-line support across Salesforce and enterprise systems. This role is designed to relieve day-to-day ticket volume from senior resources (DBA and Salesforce Administrator) by triaging issues, identifying root causes, and resolving common system and data-related problems.
The ideal candidate is technically curious, methodical in their problem-solving approach, and confident supporting end users while collaborating closely with senior technical staff.
Day-to-Day Responsibilities
- Serve as first-line support for Salesforce, database-related issues, and integrated enterprise systems
- Triage incoming tickets by:
- Assessing the nature of the issue (permissions, configuration, data alignment, system errors)
- Determining root cause and appropriate next steps
- Resolving issues where possible or escalating with clear findings and context
- Support Salesforce administration tasks such as:
- User access and permission troubleshooting
- Identifying issues related to opportunity workflows and downstream system impacts
- Assist with DBA-related support by:
- Investigating user-reported system issues (“this broke,” “data doesn’t look right”)
- Identifying and reviewing relevant logs and transactions
- Understanding what processes or integrations were triggered and where failures occurred
- Support and troubleshoot system integrations, including scenarios where Salesforce activity triggers downstream actions such as:
- Project creation in workforce/work management systems
- Account creation in ERP systems
- Customer and billing record creation
- Follow a logical, step-by-step approach to identify where data or process failures occur when integrations error out or do not complete as expected
- Clearly communicate findings to senior team members to optimize their time and focus, providing insight into what happened and where remediation is needed
- Interact directly with end users to understand issues, provide updates, and ensure a positive support experience
- Continuously learn new systems and processes, including the client’s workforce management platform
Must Haves
- 1–3 years of experience in a systems support, application support, or junior admin role
- Hands-on experience supporting Salesforce in a production environment
- Strong analytical and troubleshooting skills with the ability to:
- Assess problems logically
- Trace issues across systems and data flows
- Experience working with or supporting SaaS platforms
- Comfort reviewing system behavior, logs, or transactional data to identify issues
- Strong communication skills, with the ability to explain technical findings clearly to both technical and non-technical stakeholders
- A proactive, confident attitude with the judgment to know when to solve independently and when to escalate
Plusses
- Exposure to or experience with:
- Database concepts or working alongside DBAs
- MS Dynamics Finance & Operations
- ERP or billing systems (e.g., MBS or similar platforms)
- Experience supporting or learning workforce or project management systems (e.g., SiteTracker)
- Familiarity with system integrations and data flow across multiple enterprise platforms
- Background in telecom, utilities, or other complex, systems-driven environments
