Senior Systems Analyst, Data Foundations

About the Role

As a Senior Systems Analyst, Data Foundations, you'll independently own production support and administration for Salesforce's enterprise data and analytics platforms. You'll help the team respond faster and resolve issues sooner, and you'll keep an eye on how satisfied our customers and partners are.

Responsibilities

Escalation Management & Incident Response

• Own escalations on cases, intake, and investigations across teams and time zones
• Run follow-the-sun handoffs so escalations keep moving between locations without losing context
• Track escalation trends 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 and manage the case, intake, and stakeholder communication workstream

Problem Management & RCA Ownership

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

Platform Administration & Enhancement

• Deliver complex declarative solutions and manage enhancement projects from inception through support transition
• Own complex access and role-hierarchy design, bulk data loads and migrations, and sandbox management
• Reliably handle standard administration so the team can focus on higher-value work

Process Engineering, SOPs & Support Reference Manuals

• Own process engineering for your platform area
• 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

Security, SOX & Compliance

• Maintain compliance with security policies and change controls
• Support technology compliance activities, audit reporting, and SOX controls

Collaboration & Growth

• Partner effectively with vendors, engineers, and business teams across time zones
• Mentor Systems Analysts and new joiners, and share knowledge through documentation and team forums

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 across teams and time zones

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

Benefits

Salesforce offers various benefits and resources to support employees in finding balance and being their best.