Systems Analyst: III - (Salsforce Production support)

Location: Bloomington, IL (Hybrid: Tuesday, Wednesday, Thursday onsite)

Salary Range: $55- $60/hr on W2

Introduction

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.

Required Skills & Qualifications

• Salesforce CRM - 5-10 years of experience.
• Production support - 5-10 years of experience.
• CRM Salesforce Production Support - 5-10 years of experience.
• Prior work experience at client or in client's Industry.

Applicants must be able to work directly for Artech on W2.

Preferred Skills & Qualifications

• Project Management
• Agile Management
• Scrum Methodology
• Incident Management
• Problem Management
• Problem Analysis
• Communication & Stakeholder Management
• Salesforce Knowledge
• Client Relationship Management
• Experience supporting production incidents
• Problem Ticket triage background skills with Splunk, Dynatrace, and other event alert monitoring tools
• Certified Scrum Master

Day-to-Day Responsibilities

• Lead production support and service delivery for CRM Salesforce through a Scrum or Kanban team.
• Develop and publish status reports for CRM Production Incident and Problem Management activities, providing regular updates to the management team on service health, ongoing issues, and problem ticket resolution progress.
• Analyze and report incident and problem ticket trends, including inflow and resolution metrics, across both Production and Non-Production Salesforce CRM environments.
• Monitor and report ticket volumes by status (In Progress, Acknowledged, Monitoring, etc.), including alerts generated through Dynatrace, SiteScope, Azure Monitor, batch jobs, and other monitoring tools to ensure timely response and resolution.
• Coordinate and actively participate in Major and Significant Incident Management processes, assess business impacts, facilitate communication among stakeholders, track action items, and ensure timely closure of incident records.
• Serve as the lead coordinator for escalations within the CRM Production Support team, ensuring critical issues are prioritized, addressed efficiently, and communicated effectively to stakeholders.
• Provide leadership and support for CRM Production Support operations, including handling ad hoc tasks, coordinating with shared service teams for issue resolution, facilitating team collaboration, and ensuring adherence to service management processes.

Company Benefits & Culture

• Comprehensive health, dental, and vision insurance
• Opportunities for professional development and growth
• Supportive and collaborative work environment

For immediate consideration please click APPLY to begin the screening process with Alex.