Systems Analyst

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About the role

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 clear

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