Systems Analyst

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Enterprise Technology & Infrastructure Job Details 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. The world of work as we know it is changing and 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? You’re in the right place! 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 start here: You’ll join a team that is rebuilding how it works, and you’ll help shape it. You’ll work in real production, on real incidents, with people who will teach you. You’ll start with well-scoped work: triaging cases, investigating failures, following and improving runbooks, and building monitors and automations. As you grow, you’ll own root-cause analysis and a piece of platform reliability. We write down what we learn, and we favor automation over manual effort. Who thrives here: You’re curious, you like finding out why something happened, and you stay calm when something breaks. You explain technical issues clearly to non-technical people. We’ll teach you the platforms and the operating practices. As a Systems Analyst, Data Foundations, you’ll independently run day-to-day production support and administration for Salesforce’s enterprise data and analytics platforms, working from established runbooks. You’ll own your case backlog, respond quickly and keep requesters informed, escalate with clear context, and help keep our support documentation accurate. You’ll grow toward owning escalations, root-cause analysis, and platform reliability. What You'll Actually Be Doing Frontline Case, Alert & Escalation Management Working with regional peers and leads, be among the first to respond to key signals and hand-raises from customers, agents, and alerts. Start investigations, open issues, and help triage. Be a frontline responder when an incident starts: connect first, gather evidence and impact, and swarm with the team alongside Incident Command. Follow the runbook to pull in Site Reliability Engineers (SREs) when needed. SREs own incident resolution. Provide Tier-2 production support: ticket triage, case management, and keeping backlog health. You are measured on the intake and investigation lifecycle SLAs: First Response Time (FRT), Next Response Time (NRT), and Average Resolution Time (ART). Support case and stakeholder satisfaction (CSAT, NPS) by communicating clearly, setting expectations, and closing the loop on every case. Escalate cleanly on cases, intake, investigations, and gaps in SOPs: hand off to the right team with the evidence, impact, and steps already taken, and follow the escalation paths and time-zone handoffs in the runbooks. Growing toward owning escalations independently. Platform Administration & Operations Handle user provisioning, role hierarchy, and access management requests. Troubleshoot declarative configuration, validation errors, and data discrepancies. Execute scheduled data updates, bulk data loads and migrations, and basic sandbox maintenance. Deliver moderate declarative solutions (for example Flows and validation rules) and platform enhancements. Problem Management & Reliability Contribute to RCAs, growing toward owning RCA and resolution for application bugs. Help build and tune monitors, alerts, and automations. Flag technical debt and recommend fixes. Process, Documentation & Playbooks Follow and improve lightweight SOPs and Support Reference Manuals (SRMs), using team templates. Flag gaps and stale content, and draft updates from what you learn on cases. Write knowledge articles and process maps so Tier-1/Tier-2 teams can reuse what you learn. Map processes end to end with business partners. Execute support playbooks as an SME and point of contact for development partners. Security, SOX & Compliance Follow security policies and change controls. Execute technology compliance activities, audit reporting, and SOX reporting. Follow the SDLC (Agile) and change, deployment, incident, and problem management processes. Collaboration & Growth Communicate clearly with business partners, engineers, and vendors across time zones. Share knowledge and mentor new joiners. Try new tools and practices, including automation and AI. Flexibility On-call and travel as required, subject to local regulations. Other related duties as required. You're Our Person If... Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.) 1-3 years of hands-on platform or systems support experience in an enterprise IT environment. Ability to perform core support tasks independently from SOPs and runbooks, and to escalate with clear context across teams and time zones. Foundational knowledge of Salesforce native functionality: objects, access management, reports and dashboards, and data model administration. Experience with declarative tools (Flow, validation rules) and data loading (Data Loader, Workbench). Basic knowledge of Service Management practices (incident, problem, change). Strong written and verbal communication, attention to detail, and follow-through. Ability to work with growing independence in a distributed, global team. Certifications (achieved or actively pursuing): Salesforce Administrator (ADM-201), Advanced Administrator (ADM-211), and Platform Developer I. Even Better If... Certifications: Data 360 and Tableau, plus other specialist or consultant certifications. Platform App Builder. Hands-on experience with Data 360, Agentforce, CRM Analytics, or Tableau. Exposure to major incidents or RCAs. Intro-level coding (Apex, Python, SQL). Experience in SOX-controlled environments. Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make an