Systems Analyst / Support Lead

Role: Systems Analyst / Support Lead 

Location: Bloomington, IL( 1701 Towanda Avenue, Bloomington, IL 61701)

Must be local- final round interview will be F2F

Rate: $50/hr on C2C Max

• -High dependency on observability platforms (Splunk, Dynatrace, Azure Monitor, SiteScope). Candidate must have experience handling telemetry/alerts and converting them into actionable ticket triage. -Heavy focus on ITIL processes (Incident/Problem Management), running daily Scrum/Kanban ceremonies, and executive status reporting.
• 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