System Analyst

Overview

Senior Systems Analyst, Data Foundations, on the Data 360 & Visualization Platform Operations team, owning production support and administration for Salesforce's enterprise data and analytics platforms (Data 360, CRM Analytics, Tableau).

What you'll do

• Own escalations on cases, intake, and investigations across teams and time zones, setting priority, routing to the right engineering, SRE, or vendor owner, and driving them to closure.
• Run follow-the-sun handoffs 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. Manage case, intake, and stakeholder communication alongside Incident Command.
• Meet individual and team lifecycle SLAs (First Response Time, Next Response Time, Average Resolution Time) and case satisfaction (CSAT) targets while keeping backlog health.
• Help L7 refine intake and investigation lifecycle SLAs, mentor Systems Analysts on hitting them, and spot patterns in SLA misses and satisfaction feedback.
• 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.
• Design and implement proactive monitors, alerts, and automations for platform health.
• Contribute to design reviews and operating-model improvements such as Operational Readiness practices.
• Use automation and AI to reduce manual work and move the team toward self-healing operations.
• 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.
• Own process engineering for your platform area: templates, process design, and lifecycle of lightweight SOPs and Support Reference Manuals (SRMs).
• Request SRM inputs from Platform Engineering and keep SOPs and SRMs current and findable.
• Write knowledge articles and business process maps so Tier-1/Tier-2 teams can resolve issues without escalation.
• Act as SME and point of contact for development and product partners.
• Maintain compliance with security policies and change controls, support audit reporting and SOX controls, and help close findings.
• Follow the SDLC (Agile) and change, deployment, incident, and problem management processes.
• Partner 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.

What you'll need

• 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 Platform App Builder.
• Platform Developer I achieved or actively pursuing.

Nice to have

• Preferred 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 (Apex, Python, SQL).
• Experience in SOX-controlled environments.
• Experience mentoring or informally leading peers.

Details

• Location: Hyderabad, India.
• On-call and travel as required, subject to local regulations.