System Analyst

About the Role

As a Senior Systems Analyst, Data Foundations, you will independently own production support and administration for Salesforce's enterprise data and analytics platforms. You will help the team respond faster and resolve issues sooner, manage escalations, act as a frontline responder for incidents, own root-cause analysis, and design monitoring for early warning. You will also shape support processes and reference material, and mentor analysts.

Key Responsibilities

• Escalation Management & Incident Response
• Own escalations on cases, intake, and investigations across teams and time zones.
• Run follow-the-sun handoffs for escalations.
• Track escalation trends and drive fixes.
• Serve as the escalation point for Tier-2 analysts on complex cases.
• Act as a frontline responder in incidents, assessing impact and engaging Site Reliability Engineers (SREs) when needed.
• Manage the case, intake, and stakeholder communication workstream during incidents.
• 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 and mentor Systems Analysts.
• Identify patterns in SLA misses and satisfaction feedback, and recommend fixes.
• Problem Management & RCA Ownership
• Own root-cause analysis and resolution for application bugs and recurring failures.
• Troubleshoot complex declarative and low-code issues, recommending code-level fixes to engineering partners.
• Prioritize technical debt 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.
• 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.
• Own complex access and role-hierarchy design, bulk data loads and migrations, and sandbox management.
• Handle standard administration reliably.
• Process Engineering, SOPs & Support Reference Manuals
• Own process engineering for your platform area, including templates, process design, and lifecycle of lightweight SOPs 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, and use them to reduce repeat escalations.
• Write knowledge articles and business process maps to enable Tier-1/Tier-2 teams to 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.
• 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.
• Bring ideas that improve team workflows.
• Flexibility
• On-call and travel 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
• Ability to design lightweight processes, SOPs, and reference manuals
• Automation and AI
• Data 360, Agentforce, CRM Analytics, or Tableau (preferred)
• Apex, Python, SQL (intermediate coding, 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, respond as a frontline responder in incidents, and own RCAs through resolution.
• Working knowledge of Service Management practices and the SDLC.
• 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 (preferred): Data 360, Tableau, or other specialist or consultant certifications.
• Experience building monitors, alerts, or automation (observability tooling, Flow, scripting) (preferred).
• Experience in SOX-controlled environments (preferred).
• Experience mentoring or informally leading peers (preferred).