System Analyst

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. About Futureforce University Recruiting Our Futureforce University Recruiting program is dedicated to attracting, retaining and cultivating talent. Our interns and new graduates work on real projects that affect how our business runs, giving them the opportunity to make a tangible impact on the future of our company. With offices all over the world, our recruits have the chance to collaborate and connect with fellow employees on a global scale. We offer job shadowing, mentorship programs, talent development courses, and much more. 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 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. 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? 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 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. Who thrives here: You're curious, you want to know why something happened, and you stay calm when something breaks. You can explain technical issues clearly to non-technical people, and you leave every system a little better documented and a little more automated than you found it. What Are We Looking For? 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 • Own root-cause analysis and resolution for application bugs and recurring failures, and close RCAs with verified fixes. • Troublesh