Salesforce Hiring System Analyst in Hyderabad & Bangalore | Office Tech-Flexible

Job Overview

Salesforce is recruiting for the System Analyst position in India, with the listed locations of Hyderabad and Bangalore. This is a full-time role within the Enterprise Technology and Infrastructure job category. The role supports Salesforce's internal Data 360, CRM Analytics, and Tableau platforms, which underpin business data, analytics, and operational decision-making.

The posting describes responsibilities associated with independently supporting and administering enterprise data and analytics platforms. The analyst is expected to manage escalations, coordinate incident response, investigate recurring problems, improve monitoring, maintain support processes, and work with engineering, reliability, vendor, and business teams across time zones. The role also includes platform administration, process ownership, compliance support, and mentoring colleagues.

About the Team

The Data 360 and Visualization Platform Operations team operates Salesforce's internal Data 360, CRM Analytics, and Tableau environments. The team monitors platform health, responds to incidents, investigates recurring failures, tracks supported assets and operating costs, and improves how users request support.

The team also reviews platform performance and shares operational findings with product and engineering teams. Its work includes improving support automation, documenting repeatable procedures, and helping maintain stable enterprise services.

Key Responsibilities

Escalation Management and Incident Response

• Manage escalations, support cases, and investigations across teams and time zones, setting priorities and coordinating with engineering, Site Reliability Engineering (SRE), or vendor owners.
• Maintain clear communication with stakeholders and drive assigned escalations through to closure.
• Coordinate follow-the-sun handoffs between teams in locations including Mexico City, Dublin, and Hyderabad, ensuring that investigation context is retained.
• Track escalation trends such as case volume, recurring causes, engagement time, and resolution time, and share findings with team leads and platform engineering.
• Act as an escalation contact for Tier-2 analysts handling complex cases.
• Support incident response by assessing impact, coordinating case and stakeholder communication, and involving SRE teams when appropriate. SRE teams own incident resolution.
• Work toward service targets covering first response time, next response time, average resolution time, customer satisfaction, and backlog health.
• Help improve intake and investigation processes, coach analysts on service targets, and identify reasons for missed targets or poor feedback.

Problem Management and Root-Cause Analysis

• Own root-cause investigations for application bugs and recurring failures, and follow through until fixes have been verified.
• Troubleshoot complex declarative and low-code platform issues and recommend code-level changes to engineering partners.
• Review technical debt and recommend improvements that can reduce recurring problems and strengthen platform stability.

Reliability, Monitoring, and Automation

• Design and implement proactive platform-health monitors, alerts, and automation.
• Contribute to design reviews and improvements to operational readiness and support models.
• Explore automation and AI-supported approaches to reduce manual work and move operations toward more self-healing processes.

Platform Administration and Enhancement

• Build and maintain declarative solutions using Salesforce Flows, validation rules, and permission models.
• Manage complex access requirements, role hierarchies, bulk data loads, data migrations, and sandbox environments.
• Handle standard platform administration reliably while supporting more complex enhancement work.
• Manage enhancement projects from initial planning through implementation and transition into ongoing support.

Process Engineering and Support Documentation

• Own the design and lifecycle of lightweight standard operating procedures (SOPs) and Support Reference Manuals (SRMs) for the assigned platform area.
• Coordinate with Platform Engineering to obtain the technical inputs required for support reference material.
• Keep procedures and reference manuals current, accessible, and useful for reducing repeat escalations.
• Create knowledge articles and business process maps that help Tier-1 and Tier-2 teams resolve issues without unnecessary escalation.
• Serve as a subject-matter expert and point of contact for development and product partners.

Security, Compliance, and Collaboration

• Follow security policies, change controls, and established deployment, incident, and problem-management processes.
• Support technology compliance activities, audit reporting, and SOX controls, and help address identified findings.
• Follow the Software Development Life Cycle (SDLC) and Agile practices relevant to the team's work.
• Collaborate with vendors, engineers, and business stakeholders across distributed teams and time zones.
• Mentor Systems Analysts and new team members, share knowledge, and contribute ideas that improve team practices.
• Participate in on-call duties and travel when required, subject to local regulations.

Minimum Qualifications

• Bachelor's degree in Computer Science, Business, or equivalent experience.
• Between 0 and 3 years of hands-on experience in platform support, systems support, administration, or implementation in an enterprise IT environment.
• Strong knowledge of Salesforce native functionality and recommended practices.
• Ability to manage escalations across teams and time zones, participate in frontline incident response, and own root-cause analysis through resolution.
• Experience with declarative tools such as Salesforce Flow and validation rules, data loading, and investigation of data or configuration issues.
• Working knowledge of incident, problem, and change management, along with the SDLC.
• Ability to create practical processes, SOPs, and support reference manuals that other team members can follow.
• Strong written and verbal communication skills and the ability to work independently in a distributed global team.

Required Certifications

The posting lists the following certifications as achieved requirements:

• Salesforce Administrator (ADM-201).
• Salesforce Advanced Administrator (ADM-211).
• Salesforce Platform App Builder.
• Salesforce Platform Developer I must be achieved or actively being pursued.

Preferred Qualifications and Skills

• Salesforce Data 360, Tableau, or other specialist or consultant certifications.
• Hands-on experience with Data 360, Agentforce, CRM Analytics, or Tableau.
• Experience creating monitors, alerts, and automation using observability tools, Salesforce Flow, or scripting.
• Intermediate coding skills in Apex, Python, or SQL.
• Experience working in environments governed by SOX controls.
• Experience mentoring colleagues or informally leading peers.

Experience and Role Expectations

The stated experience range is 0–3 years of hands-on platform or systems support, administration, or implementation experience. Although the role is listed as System Analyst, the detailed role description refers to Senior Systems Analyst, Data Foundations responsibilities, including independent ownership of production support, escalations, root-cause analysis, and mentoring. Candidates should review the full scope and certification requirements carefully when assessing their fit.

Work Location and Employment Type

The role is listed for Hyderabad, India and Bangalore, India. The employment type is Full time. The job page displays the work arrangement label “Office Tech-Flexible”; it does not explicitly identify the role as remote or hybrid.

Who Should Apply

This opportunity is intended for candidates with a bachelor's degree in Computer Science or Business, or equivalent experience, and early-career experience supporting or administering enterprise platforms. Applicants should understand Salesforce native functionality and declarative configuration, and be capable of handling support cases, investigating platform issues, coordinating escalations, and documenting repeatable processes.

Candidates with Salesforce Administrator, Advanced Administrator, and Platform App Builder certifications should note the additional Platform Developer I condition. Experience with Data 360, CRM Analytics, Tableau, Agentforce, monitoring, automation, Apex, Python, SQL, or SOX-controlled environments is listed as preferred.

How to Apply

Review the degree or equivalent-experience requirement, the 0–3 years experience range, and the specified Salesforce certifications before submitting an application. The application deadline shown on the job page is November 11, 2026. Apply now through SoftoJobs to explore this opportunity.