Business Systems Architect

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Business Systems Architect (hybrid)

AtCisco IT, we're not just transforming technology-we're reshaping the way Cisco runs. Our team is at the forefront of reimagining business operations by combining smart technology, streamlined processes, and impactful data insights.

Together, we're building the future of Cisco-reinventing applications, redefining experiences, and unlocking the full potential of our people, products, systems, and data. This is your opportunity to be part of a bold journey that's setting the standard for what's next in the digital world.

Join us-and help show the world what's possible.

We are seeking a highly skilled and experiencedSalesforce IT Analystto join our IT team. In this role, you will act as a strategic bridge between business stakeholders and technical teams, leading the design, implementation, and optimization of Salesforce solutions that drive business value. You will work on complex, cross-functional projects and play a key role in shaping Salesforce-related strategies and processes across the organization.

Your Impact

TheCRM Engineering & Transformation Office (CETO)is a driving force behind enhancing the customer and partner experience across Cisco's Support Services. We are seeking aIT Analystto join our team, focusing onSupport Case Management

Key Responsibilities

• Collaborate with business units to gather, analyze, and document requirements for Salesforce solutions and enhancements

• Translate business needs into technical specifications, ensuring alignment with Salesforce best practices and platform capabilities

• Lead solution design and work closely with developers to implement scalable and efficient Salesforce features and integrations

• Manage and prioritize project tasks, enhancements, and incidents within Salesforce, including Sales Cloud, Service Cloud, and other related applications

• Configure Salesforce features, workflows, and automation tools such as Process Builder, Flow, and Approval Processes

• Conduct UAT (User Acceptance Testing), support end-user training, and ensure a seamless deployment process

• Act as a Salesforce subject matter expert and trusted advisor to business and IT leadership

• Maintain system documentation, including design specifications, test plans, and training materials

• Monitor platform performance and work with development teams to troubleshoot issues, ensure data integrity, and optimize user experience

• Stay informed about new Salesforce releases, features, and industry trends, making proactive recommendations for improvements

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field; Master's degree preferred

• 10+ years of experience as a Salesforce Analyst, Administrator, or Consultant in a complex IT environment

• Strong understanding of Salesforce Sales Cloud, Service Cloud, and platform capabilities

• Proven experience in gathering and translating business requirements into scalable Salesforce solutions

• Hands-on experience with declarative tools (e.g., Flow, Process Builder, Validation Rules) and knowledge of Apex/Visualforce is a plus

• Experience with data migration tools and techniques (e.g., Data Loader, Dataloader.io)

• Excellent communication, problem-solving, and stakeholder management skills

• Salesforce Administrator or Advanced Administrator certification required; additional certifications (e.g., Platform App Builder, Sales Cloud Consultant) are a plus

• Experience with Agile methodologies and tools such as Jira, Confluence, or similar preferred

Preferred Skills

• Exceptional communication and analytical skils and ability navigating complex situations help stand you out

• Familiarity with Salesforce and third-party systems (e.g., MuleSoft, APIs, middleware) is desireable

• Familiarity with cloud platforms e.g., AWS is a plus

• Understanding of customer experience (CX) principles and digital transformation initiatives

At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.