Strategic Lead: Salesforce CRM Production Support

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

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,