Systems Senior 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. 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. Flexibility • On-call and travel as required, subject to local regulations. Other related duties as required. Minimum Qualifications • 3-5 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 Serv

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