Description
Salesforce is seeking a Systems Specialist Lead, Data Foundations to join their Data 360 & Visualization Platform Operations team. The successful candidate will be the go-to expert for escalations across cases, investigations, and production events on Salesforce's enterprise data and analytics platforms.
Responsibilities:
- Own the escalation model for cases, intake, investigations, and SOPs across teams, vendors, and time zones
- Set expectations with the SRE lead for how Specialists and SREs swarm incidents together
- Analyze escalation trendlines and turn them into reliability, staffing, and platform engineering priorities
- Partner with SREs on disaster recovery planning and tests for your platform area
- Contribute case and intake learnings to post-incident reviews led by SREs
- Resolve complex declarative and code issues, and close RCAs with fixes that prevent recurrence
- Identify system, process, and technical-debt gaps, and recommend resolutions and priorities to leadership
- Contribute to design reviews and shape reliability practices, including Operational Readiness gates for releases
- Define monitoring, alerting, and self-healing automation with SRE and engineering partners
- Own SLA delivery and backlog health for your vertical or platform
- Refine, track, and improve the Intake + Investigation lifecycle SLAs
- Track case and stakeholder satisfaction (CSAT, NPS)
- Hold yourself and the team to the same SLA and satisfaction targets
- Manage complex enhancement projects from inception to support transition
- Apply advanced platform knowledge and intermediate coding (Apex, Python, SQL) to solve difficult issues and automate recurring work
- Own process engineering for your area
- Set the standards and templates that other teams adopt
- Request SRM inputs from Platform Engineering and create or manage them as needed
- Design runbooks and knowledge content for reuse
- Own support playbook development and lifecycle for your area
- Manage vendor relationships and service levels
- Build working relationships with business stakeholders and teams beyond your immediate group
- Apply security and compliance policies in complex situations
- Own technology compliance activities, audit and SOX evidence, and closure of findings
- Uphold the SDLC (Agile) and change, deployment, incident, and problem management processes
- Coach and mentor Systems Analysts and Senior Analysts
- Teach new technology and business requirements across a global team
- Influence senior leaders on operational priorities and risk
- On-call and travel as required
Requirements:
- Degree or equivalent relevant experience required
- 5+ years of platform-specific development, implementation, or support experience in an enterprise IT environment
- Advanced knowledge of Salesforce native functionality and best practices
- Intermediate knowledge of coding languages (Apex, Python, SQL)
- Proven experience managing escalations across cases, investigations, and incidents across teams and time zones
- Experience owning RCAs, and designing the processes, SOPs, and reference manuals for a platform or business process vertical
- Experience defining, tracking, and improving service level metrics
- Demonstrated ability to build relationships across engineering, product, and business teams
- Ability to explain complex technical concepts to non-technical and senior audiences
- Ability to work independently with little supervision in a distributed, global team
- Certifications (achieved): Salesforce Administrator (ADM-201), Advanced Administrator (ADM-211), and Platform Developer I
Nice to Have:
- Certifications: Data 360, Tableau, Platform Developer II, Platform App Builder, or other specialist or architect certifications
- Hands-on experience with Data 360, Agentforce, CRM Analytics, or Tableau
- Experience working with SRE practices, SLOs, and observability tooling
- Experience managing vendor or outsourced service delivery
- Experience in SOX-controlled environments
- Experience mentoring or leading teams through enablement programs