System Analyst

About The Team

The Data 360 & Visualization Platform Operations team operates Data 360, CRM Analytics, and Tableau.

Key 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, and drive to closure.

• Keep stakeholders informed.

• Run follow-the-sun handoffs between Mexico City, Dublin, and Hyderabad.

• Track escalation trends (volume, repeat causes, time to engage, time to resolve).

• Bring trends to leads and platform engineering to drive fixes.

• Act as the escalation point for Tier-2 analysts on complex cases.

• 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.

• Meet individual and team lifecycle SLAs: First Response Time (FRT), Next Response Time (NRT), Average Resolution Time (ART), and case satisfaction (CSAT) targets.

• Help refine intake and investigation lifecycle SLAs.

• Mentor Systems Analysts on hitting SLAs.

• Raise challenges where targets, routing, or processes make SLAs hard to meet.

• Spot patterns in SLA misses and satisfaction feedback, and bring recommended fixes to leads and the team.

• Problem Management & RCA Ownership

• Own root-cause analysis (RCA) and resolution for application bugs and recurring failures.

• Close RCAs with verified fixes.

• Troubleshoot complex declarative and low-code issues.

• Recommend code-level fixes to engineering partners.

• Prioritize technical debt against the backlog to improve stability.

• Recommend fixes for technical debt.

• Reliability & Observability

• Design and implement proactive monitors, alerts, and automations for platform health.

• Contribute to design reviews and operating-model improvements.

• 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).

• Manage enhancement projects from inception through support transition.

• Own complex access and role-hierarchy design.

• Manage bulk data loads and migrations.

• Manage sandbox environments.

• Handle standard administration reliably.

• Process Engineering, SOPs & Support Reference Manuals

• Own process engineering for your platform area.

• Create, review, update, and retire lightweight SOPs (Standard Operating Procedures) and Support Reference Manuals (SRMs).

• Request SRM inputs from Platform Engineering and create or manage them as needed.

• Keep SOPs and SRMs current and findable.

• Use SOPs and SRMs to reduce repeat escalations.

• Write knowledge articles and business process maps.

• 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.

• 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.

• Share knowledge through documentation and team forums.

• Try new tools and practices, and bring ideas that improve team operations.

• Flexibility

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

• Other related duties as required.

Requirements & Tech Stack

• Salesforce native functionality and best practices.
• Declarative tools (Flow, validation rules).
• Data loading.
• Troubleshooting complex data and configuration issues.
• Service Management practices (incident, problem, change).
• SDLC (Agile).
• Automation and AI agents.
• SOX-controlled environments (preferred).
• Data 360, Agentforce, CRM Analytics, or Tableau (preferred).
• Building monitors, alerts, or automation (observability tooling, Flow, scripting) (preferred).
• Intermediate coding (Apex, Python, SQL) (preferred).

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.
• Demonstrated ability to manage escalations across teams and time zones.
• Ability to respond as a frontline responder in incidents and know when to pull in reliability engineers.
• Ability to own RCAs through resolution.
• Ability to design lightweight processes, SOPs, and reference manuals.
• Strong written and verbal communication.
• Ability to work independently in a distributed, global team.
• Certifications (achieved): Salesforce Administrator (ADM-201), Advanced Administrator (ADM-211), and Platform App Builder.
• Platform Developer I achieved or actively pursuing.
• Certifications: Data 360, Tableau, or other specialist or consultant certifications (preferred).
• Experience mentoring or informally leading peers (preferred).