Systems Analyst / CRM Support

Randstad Digital Americas; Bloomington (IL); Hybrid; USD 69,000 - 79,000; Full time

Job summary

Randstad Digital is seeking a System Analyst / Support Lead for a long-term contract in Bloomington, Illinois. The role is hybrid, with on-site work on Tue, Wed, and Thu in the Bloomington office.

The position focuses on CRM Salesforce production support leadership and incident management. You will coordinate a dedicated production support team, monitor system alerts, and deliver regular status updates to leadership while driving timely resolution of incidents and deep-dive trend analysis across

Qualifications

• The candidate must have a BS/BA and relevant IT experience.
• Certified Scrum Master (CSM) required.
• Deep hands-on experience with Agile, Scrum, and Kanban.
• Strong knowledge of Salesforce CRM production support and ITIL workflows.

Responsibilities

• Lead production support and service delivery for CRM Salesforce with a Scrum or Kanban team.
• Publish regular incident and problem management reports and track progress.
• Monitor and report on trends and metrics for production and non-production Salesforce environments.
• Coordinate with cross-functional teams and executive stakeholders on service health.

Skills

Salesforce CRM

ITIL

CSM

Agile

Scrum Master

Kanban

Dynatrace

Monitoring

Incident Management

Stakeholder Management

Team Leadership

Education

Bachelor's degree

Tools

Salesforce

Dynatrace

Azure Monitor

Splunk

SiteScope

Job description

Job Summary

Our CentraL Illinois client has a long term contract role open for a System Analsyt / Support Lead. This is a hybrid role with T,W & TH in the Bloomington office.

location: Bloomington, Illinois

job type: Contract

salary: $50 - 57 per hour

work hours: 8am to 5pm

education: Bachelors

Responsibilities

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

• 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.

Qualifications

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.

Skills

Agile Management,Azure Monitor,Platform Expertise,Dynatrace,observability tools,SiteScope,monitoring tools,CRM Salesforce,Salesforce CRM,Scrum,Scrum Master,Scrum methodology,Splunk,communication,Coordinate,Coordination,dedicated,leadership,issue resolution,Problem Analysis,collaboration,Certified Scrum Master (CSM),CRM,client relationship management,service management processes,Problem Management,Incident and Problem Management,Incident Management,Incident Management processes,ITIL,Kanban,Metrics,Production Support,project management,publish,Service Delivery,service management,Stakeholder Management,Team Leadership,Tooling,Trend Analysis,triage,workflows

Equal Opportunity Employer

Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.