Systems Analyst

Salesforce; Ireland; On-site; EUR 70,000 - 105,000; Full time

Job summary

Salesforce is seeking a Systems Analyst in Data Foundations to manage day-to-day production support for enterprise data and analytics platforms. You will own case backlog, respond quickly, and communicate clearly with requesters while improving runbooks and documentation.

You will grow toward owning escalations, root-cause analysis, and platform reliability, working within a team that values automation and reliable operations.

Qualifications

• Experience with production support and incident management is preferred.
• Familiarity with data platforms (Data Foundations, data analytics) is a plus.

Responsibilities

• Frontline Case, Alert & Escalation Management: respond to signals, triage, investigate, and loop in SREs when needed.
• Platform Administration & Operations: manage user provisioning, role hierarchy, access, and data updates.
• Problem Management & Reliability: contribute to RCAs, monitor and tune alerts, address technical debt.
• Process, Documentation & Playbooks: follow SOPs, update SRMs, draft knowledge articles and process maps.

Job description

Job Category

Enterprise Technology & Infrastructure

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, elevate 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 clearly, setting expectations, and closing the loop on every case. Escalate cleanly on cases, intake, investigations, and gaps in SOPs: hand off to the right team with the evidence, impact, and steps already taken, and follow the escalation paths and time-zone handoffs in the runbooks. Growing toward owning escalations independently.

Platform Administration & Operations

Handle user provisioning, role hierarchy, and access management requests. Troubleshoot declarative configuration, validation errors, and data discrepancies. Execute scheduled data updates, bulk data loads and migrations, and basic sandbox maintenance. Deliver moderate declarative solutions (for example Flows and validation rules) and platform enhancements.

Problem Management & Reliability

Contribute to RCAs, growing toward owning RCA and resolution for application bugs. Help build and tune monitors, alerts, and automations. Flag technical debt and recommend fixes.

Process, Documentation & Playbooks

Follow and improve lightweight SOPs and Support Reference Manuals (SRMs), using team templates. Flag gaps and stale content, and draft updates from what you learn on cases. Write knowledge articles and process maps so Tier-1/Tier-2 teams can reuse