System Analyst

Job Title: System Analyst Company: Salesforce Job Category: Salesforce Roles & Responsibilities: 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. Ready to level up your career at the company leading workforce transformation in the agentic era? Agentforce is the future of AI, and you are the future of Salesforce. * 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 join at this level: You'll be a trusted operator on a team that is rebuilding how it works. You already know how to run production; here you'll take the hardest recurring problems, own them to root cause, and turn what you learn into runbooks, monitors, and automation the whole team uses. You'll manage escalations and support processes with guidance from senior leads, and you'll help the analysts around you get better. As a Senior Systems Analyst, Data Foundations, you'll independently own production support and administration for Salesforce's enterprise data and analytics platforms, with a strong grasp of native platform functionality and best practices. 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. You'll manage escalations across teams and time zones, act as a frontline responder who swarms incidents and knows when to pull in reliability engineers, own root\-cause analysis through to resolution, and design monitoring that gives early warning. You'll shape lightweight support processes and reference material, and mentor analysts. You are an individual contributor and a go\-to expert for your platform area. Responsibilities ==================== Escalation Management \& Incident Response ---------------------------------------------- * Own escalations on cases, intake, and investigations across teams and time zones: set priority, route to the right engineering, SRE, or vendor owner, drive them to closure, and keep stakeholders informed. * Run follow\-the\-sun handoffs so escalations keep moving 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 (SREs). Manage the case, intake, and stakeholder communication workstream alongside Incident Command. SREs own incident resolution. * Meet individual and team lifecycle SLAs: First Response Time (FRT), Next Response Time (NRT), and Average Resolution Time (ART), and case satisfaction (CSAT) targets while keeping backlog health. You are measured against the same targets as the team. * Help L7 refine the intake and investigation lifecycle SLAs: mentor Systems Analysts on hitting them, and raise challenges where targets, routing, or processes make them hard to meet. * Spot patterns in SLA misses and satisfaction feedback, and bring recommended fixes to the L7 and the team. Problem Management \& RCA Ownership --------------------------------------- * Design and implement proactive monitors, alerts, and automations for platform health. * Contribute to design reviews and operating\-model improvements (for example 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. * 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: templates, process design, capture, and lifecycle (create, review, update, retire) of lightweight SOPs and Support Reference Manuals (SRMs). This is process design, not technical writing. * Request SRM inputs from Platform Engineering and create or manage them as needed, so support teams have the reference material they need before launch. * Keep SOPs and SRMs current and findable, and use them to reduce repeat escalations. * Write knowledge articles and business process maps that let Tier\-1/Tier\-2 teams 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 technology compliance activities, audit reporting, and SOX controls, and help close findings. * Follow the SDLC (Agile) and change, deployment, incident, and problem management processes. * On\-call and travel as required, subject to local regulations. Other related duties as required. Work Location: TS, India Availability: Full time

Minimum Qualifications ========================== When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources help you 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. 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. 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 any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Salesforce is an equal opportunity employer and maintains a policy of non\-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. Key Skills: Salesforce, Apex Salary: Not disclosed