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 possess a strong grasp of native platform functionality and best practices. Your role will involve helping the team respond faster, resolve issues sooner, and monitoring customer and partner satisfaction. You will manage escalations across teams and time zones, act as a frontline responder during incidents, own root-cause analysis, and design monitoring for early warning. You will also shape support processes, create reference material, and mentor analysts. You are an individual contributor and a go-to expert for your platform area.

Key Responsibilities

Escalation Management & Incident Response

• Own escalations on cases, intake, and investigations across teams and time zones, including setting priority, routing, driving to closure, and keeping stakeholders informed.
• Run follow-the-sun handoffs to ensure continuous escalation progression between global locations.
• Track escalation trends (volume, repeat causes, time to engage, time to resolve) and bring them to leads and platform engineering for fixes.
• Serve as the escalation point for Tier-2 analysts on complex cases and investigations.
• Act as a frontline responder in incidents, assessing impact, and knowing when to involve Site Reliability Engineers (SREs).
• Manage the case, intake, and stakeholder communication workstream alongside Incident Command, while SREs manage incident resolution.
• Meet individual and team lifecycle SLAs (First Response Time, Next Response Time, Average Resolution Time) and CSAT targets.
• Assist in refining intake and investigation lifecycle SLAs, mentoring Systems Analysts on meeting them, and identifying challenges in meeting targets or processes.
• Identify patterns in SLA misses and satisfaction feedback, and propose recommended fixes.

Problem Management & RCA Ownership

• Own root-cause analysis and resolution for application bugs and recurring failures, closing 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.
• Utilize automation and AI to reduce manual work and move the team toward self-healing operations.

Platform Administration & Enhancement

• Deliver complex declarative solutions (e.g., 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 tasks to allow the team to focus on higher-value work.

Process Engineering, SOPs & Support Reference Manuals

• Own process engineering for your platform area, including templates, process design, and the 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 for Tier-1/Tier-2 teams.
• 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.
• Propose new tools and practices to improve team operations.

Flexibility

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

Requirements & Tech Stack

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, respond as a frontline incident responder, and own RCAs through resolution.
• Experience with declarative tools (Flows, 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.
• Strong written and verbal communication skills.
• Ability to work independently in a distributed, global team.

Certifications (achieved)

• Salesforce Administrator (ADM-201)
• Advanced Administrator (ADM-211)
• Platform App Builder
• Platform Developer I achieved or actively pursuing.

Preferred Qualifications

• Certifications: Data 360, Tableau, or other specialist or consultant certifications.
• Hands-on experience with Data 360, Agentforce, CRM Analytics, or Tableau.
• Experience building monitors, alerts, or automation (observability tooling, Flow, scripting).
• Intermediate coding skills (Apex, Python, SQL).
• Experience in SOX-controlled environments.
• Experience mentoring or informally leading peers.