Sr. Systems Analyst

SOMERSET STAFFING; Bloomington (IL); On-site; USD 110,000 - 140,000; Full time

Job summary

SOMERSET STAFFING is seeking a Support Lead to coordinate the CRM Salesforce Production Support team, providing leadership for ongoing support and operational activities. The role collaborates with project teams, stakeholders, and leadership to ensure timely delivery within scope and priorities.

The candidate will lead a Scrum or Kanban team, manage incidents, track trends, and report on service health. Strong ITIL incident/problem management experience and Salesforce expertise are required,

Qualifications

• CSM certification is required (Certified Scrum Master).
• Hands-on experience with Agile, Scrum, and Kanban team execution.
• Strong expertise in ITIL-based Incident Management and Problem Management.
• Experience with Major Incident Management (MIM) workflows.
• Solid Salesforce CRM platform knowledge and environment dynamics.
• Background in using enterprise observability tools for problem triage.

Responsibilities

• Lead CRM Salesforce Production Support team and coordinate service delivery.
• Develop and publish status reports for incident and problem management.
• Analyze incident/trend metrics and report on health of services.
• Monitor systems and respond to alerts from monitoring tools.
• Coordinate Major/Significant Incident Management activities.
• Escalate and coordinate with stakeholders and executive sponsors.

Skills

Agile management

Scrum

Kanban

Incident management

Major incident management

Stakeholder management

Client relationship management

Tools

Salesforce CRM

Splunk

Dynatrace

Azure Monitor

SiteScope

Job description

The Support Lead is responsible for coordinating and overseeing the CRM Salesforce Production Support team while providing overall direction and leadership for ongoing support and operational activities. This role collaborates closely with project teams, stakeholders, business partners, and leadership to ensure the successful delivery of CRM Production Support services within established scope, priorities, and timelines. Key Responsibilities Team Leadership & Service Delivery: Lead production support and service delivery for CRM Salesforce through a dedicated Scrum or Kanban team, ensuring strong team collaboration, adherence to service management processes, and efficient handling of ad hoc operational tasks. Incident & Problem Management Reporting: Develop and publish regular status reports for CRM Production Incident and Problem Management activities. Provide leadership updates on overall service health, ongoing issues, and problem ticket resolution progress. Trend Analysis & Metrics: Analyze and report on incident and problem ticket trends, including inflow vs. resolution metrics across both Production and Non-Production Salesforce CRM environments. System & Alert Monitoring: Monitor and report ticket volumes by status (In Progress, Acknowledged, Monitoring, etc.). Track and respond to system alerts generated through Dynatrace, SiteScope, Azure Monitor, Splunk, batch jobs, and other monitoring tools to ensure timely issue response and resolution. Major Incident Management (MIM): Coordinate and actively participate in Major and Significant Incident Management processes. Assess business impacts, facilitate communication among cross-functional stakeholders, track action items, and ensure timely closure of incident records. Escalations & Stakeholder Coordination: Serve as the primary lead coordinator for escalations within the CRM Production Support team. Ensure critical issues are prioritized, addressed efficiently, and communicated effectively to executive stakeholders and business partners. Shared Services Operations: Coordinate with shared service teams for cross-system issue resolution, facilitating seamless service management execution and operational alignment. Required Experience & Technical Skills Methodologies & Certifications: Certified Scrum Master (CSM) required. Deep hands-on experience in Agile Management, Scrum methodology, and Kanban team execution. Service Management (ITIL): Strong expertise in Incident Management, Problem Management, Problem Analysis, and Major Incident Management (MIM) workflows. Platform Expertise: Strong working knowledge of Salesforce CRM platforms and environment dynamics. Monitoring & Alerting Tooling: Background in problem ticket triage using enterprise observability tools, including Splunk, Dynatrace, Azure Monitor, and SiteScope. Project & Stakeholder Management: Proven track record in project management, executive status reporting, stakeholder management, and client relationship management.

Required Skills :

Basic Qualification :

Additional Skills :

Background Check : No

Drug Screen : No