System Analyst

• 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.
• Troubleshoot complex declarative and low-code issues, and recommend code-level fixes to engineering partners.
• Prioritize technical debt against the backlog to improve stability, and recommend fixes.

Reliability & Observability

• 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.

Platform Administration & Enhancement

• 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.

Security, SOX & Compliance

• 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.

Collaboration & Growth

• Partner effectively with vendors, engineers, and business teams across time zones.
• Mentor Systems Analysts and new joiners, and share knowledge through documentation and team forums.
• Try new tools and practices, and bring ideas that improve how the team works.

Flexibility

• On-call and travel as required, subject to local regulations. Other related duties as required.

Minimum Qualifications

• Bachelor's degree in computer science, business, or equivalent experience.
• 0-3 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 Service Management practices (incident, problem, change) and the SDLC.
• Ability to design lightweight processes, SOPs, and reference manuals that others can run.
• Strong written and verbal communication, and the ability to work independently in a distributed, global team.
• Certifications (achieved): Salesforce Administrator (ADM-201), Advanced Administrator (ADM-211), and Platform App Builder. Platform Developer I achieved or actively pursuing.

Preferred

• Certifications: Data 360, Tableau, or other specialist or consultant certifications.
• Hands-on experience with Data 360, Agentforce, CRM Analytics, or Tableau.
• Experience building monitors, alerts, or automation (observability tooling, Flow, scripting).
• Intermediate coding (Apex, Python, SQL).
• Experience in SOX-controlled environments.
• Experience mentoring or informally leading peers.