System Analyst

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust.

And innovation isn't a buzzword. It's a way of life. We're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level up your career at the company leading workforce transformation in the agentic era? Agentforce is the future of AI, and you are the future of Salesforce.

About the Team

The Data 360 & Visualization Platform Operations team keeps the platforms that run Salesforce's own business running. We operate Data 360, CRM Analytics, and Tableau, the data and analytics foundation for how Salesforce sells, serves, and makes decisions. We are Customer Zero: we run these products at enterprise scale first, and what we learn goes back to the product teams.

• Keep it up. Monitoring, alerting, and frontline incident response that catch problems before customers do.
• Make it stable. Root-cause analysis of recurring failures, plus closing security and compliance findings.
• Run it well. Cataloging supported assets, tracking run costs, and keeping practices consistent.
• Make it easy to get help. One clear way to ask for support, backed by automation and AI agents.
• Be Customer Zero. Regular performance reviews, with the evidence fed to product and engineering.

What it's like to join at this level

You'll be a trusted operator on a team that is rebuilding how it works. You already know how to run production; here you'll take the hardest recurring problems, own them to root cause, and turn what you learn into runbooks, monitors, and automation the whole team uses. You'll manage escalations and support processes with guidance from senior leads, and you'll help the analysts around you get better.

Who thrives here

You're curious, you want to know why something happened, and you stay calm when something breaks. You can explain technical issues clearly to non-technical people, and you leave every system a little better documented and a little more automated than you found it.

What Are We Looking For?

As a Senior Systems Analyst, Data Foundations, you'll independently own production support and administration for Salesforce's enterprise data and analytics platforms, with a strong grasp of native platform functionality and best practices. You'll help the team respond faster and resolve issues sooner, and you'll keep an eye on how satisfied our customers and partners are.

You'll manage escalations across teams and time zones, act as a frontline responder who swarms incidents and knows when to pull in reliability engineers, own root-cause analysis through to resolution, and design monitoring that gives early warning. You'll shape lightweight support processes and reference material, and mentor analysts. You are an individual contributor and a go-to expert for your platform area.

Responsibilities

Escalation Management & Incident Response

• Own escalations on cases, intake, and investigations across teams and time zones: set priority, route to the right engineering, SRE, or vendor owner, drive them to closure, and keep stakeholders informed.
• Run follow-the-sun handoffs so escalations keep moving between Mexico City, Dublin, and Hyderabad without losing context.
• Track escalation trends (volume, repeat causes, time to engage, time to resolve), and bring them to leads and platform engineering to drive fixes.
• Be the escalation point for Tier-2 analysts on complex cases and investigations.
• Be a frontline responder in incidents: connect first, assess impact, and use judgment on when to pull in Site Reliability Engineers (SREs). Manage the case, intake, and stakeholder communication workstream alongside Incident Command. SREs own incident resolution.
• Meet individual and team lifecycle SLAs: First Response Time (FRT), Next Response Time (NRT), and Average Resolution Time (ART), and case satisfaction (CSAT) targets while keeping backlog health. You are measured against the same targets as the team.
• Help L7 refine the intake and investigation lifecycle SLAs: mentor Systems Analysts on hitting them, and raise challenges where targets, routing, or processes make them hard to meet.
• Spot patterns in SLA misses and satisfaction feedback, and bring recommended fixes to the L7 and the team.

Problem Management & RCA Ownership

• Own root-cause analysis and resolution for application bugs and recurring failures, and close RCAs with verified fixes.
• Troubleshoot complex declarative and low-code issues, and recommend code-level fixes to engineering partners.
• Prioritize technical debt against the backlog to improve stability, and recommend fixes.

Reliability & Observability

• Design and implement proactive monitors, alerts, and automations for platform health.
• Contribute to design reviews and operating-model improvements (for example Operational Readiness practices).
• Use automation and AI to reduce manual work and move the team toward self-healing operations.

Platform Administration & Enhancement

• Deliver complex declarative solutions (Flows, validation rules, permission models) and manage enhancement projects from inception through support transition.
• Own complex access and role-hierarchy design, bulk data loads and migrations, and sandbox management.
• Reliably handle standard administration so the team can focus on higher-value work.

Process Engineering, SOPs &

Support Reference Manuals

• Own process engineering for your platform area: templates, process design, capture, and lifecycle (create, review, update, retire) of lightweight SOPs and Support Reference Manuals (SRMs). This is process design, not technical writing.
• Request SRM inputs from Platform Engineering and create or manage them as needed, so support teams have the reference material they need before launch.
• Keep SOPs and SRMs current and findable, and use them to reduce repeat escalations.
• Write knowledge articles and business process maps that let Tier-1/Tier-2 teams resolve issues without escalation.
• Act as SME and point of contact for development and product partners.

Security, SOX & Compliance

• Maintain compliance with security policies and change controls.
• Support technology compliance activities, audit reporting, and SOX controls, and help close findings.
• Follow the SDLC (Agile) and change, deployment, incident, and problem management processes.

Collaboration & Growth

• Partner effectively with vendors, engineers, and business teams across time zones.
• Mentor Systems Analysts and new joiners, and share knowledge through documentation and team forums.
• Try new tools and practices, and bring ideas that improve how the team works.

Flexibility

• On-call and travel as required, subject to local regulations. Other related duties as required.

Minimum Qualifications

• Bachelor's degree in computer science, business, or equivalent experience.
• 0-3 years of hands-on platform or systems support, administration, or implementation experience in an enterprise IT environment.
• Strong knowledge of Salesforce native functionality and best practices.
• Demonstrated ability to manage escalations across teams and time zones, respond as a frontline responder in incidents (including knowing when to pull in reliability engineers), and own RCAs through resolution.
• Experience with declarative tools (Flow, validation rules), data loading, and troubleshooting complex data and configuration issues.
• Working knowledge of Service Management practices (incident, problem, change) and the SDLC.
• Ability to design lightweight processes, SOPs, and reference manuals that others can run.
• Strong written and verbal communication, and the ability to work independently in a distributed, global team.
• Certifications (achieved): Salesforce Administrator (ADM-201), Advanced Administrator (ADM-211), and Platfo