Title: Business Systems Analyst
REQUIRED SKILLS TO GET AN OFFER
- Issue triage and incident/escalation management for enterprise marketing platforms, hands-on operation of
Salesforce Marketing Cloud or a comparable platform
- Coordinating third-party vendor support and escalation paths, clear written communication,
and status reporting to technical and non-technical stakeholders
- Ability to work established runbooks and dashboards independently with limited onboarding
Position Summary
Meta's Business Marketing Technology team designs and operates technologies that enable business marketers to execute campaigns at scale. We are seeking a Business Systems Analyst III to provide first-line support for enterprise marketing platforms, manage incidents, troubleshoot platform issues, and coordinate with engineering teams and third-party vendors.
The ideal candidate will have hands-on experience with Salesforce Marketing Cloud or a comparable marketing automation platform, strong incident management skills, and the ability to communicate technical issues and business impact to both technical and non-technical stakeholders.
Key Responsibilities
- Provide first-line support for enterprise marketing platforms and campaign operations.
- Triage incoming issues, investigate incidents, and manage escalations through resolution.
- Follow established runbooks, operating procedures, and dashboards to troubleshoot platform issues independently.
- Collaborate with marketing teams to understand campaign-related issues and operational requirements.
- Coordinate with engineering partners and third-party vendors to resolve technical incidents.
- Track support tickets, communicate status updates, and work toward established service-level agreements (SLAs).
- Document troubleshooting steps, findings, root-cause analysis, and resolution details.
- Monitor platform health dashboards and audience-reach metrics to identify anomalies against established baselines.
- Communicate issue status, resolution progress, and business impact to technical and non-technical stakeholders.
- Manage multiple incidents and priorities in a fast-paced environment.
Required Qualifications and Skills
- 3–5 years of relevant experience in marketing technology support, enterprise application support, or a related field.
- Hands-on experience with Salesforce Marketing Cloud or a comparable enterprise marketing platform.
- Experience with incident triage, ticket management, troubleshooting, and escalation handling.
- Ability to coordinate with engineering teams and third-party vendor support.
- Experience following operational runbooks and using dashboards to investigate platform issues.
- Strong written communication, documentation, and stakeholder management skills.
- Ability to manage priorities, work independently, and handle multiple issues simultaneously.
- Bachelor's degree required.
Preferred Qualifications
- Experience with Salesforce Marketing Cloud (strongly preferred).
- Exposure to Salesforce CRM, Salesforce Data Cloud, Marketo, HubSpot, or Adobe Marketing Cloud.
- Experience monitoring platform health, campaign performance, and audience-reach metrics.
- Ability to identify performance anomalies and communicate business impact.
- Experience documenting root-cause analysis and tracking SLA performance.
