Systems Analyst: III (Senior)

Description:
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.

Lead production support and service delivery for CRM Salesforce through a Scrum or Kanban team.

Developing and publishing 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.
Analyzing and reporting incident and problem ticket trends, including inflow and resolution metrics, across both Production and Non-Production Salesforce CRM environments.
Monitoring and reporting 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.
Coordinating and actively participating in Major and Significant Incident Management processes, assessing business impacts, facilitating communication among stakeholders, tracking action items, and ensuring timely closure of incident records.
Serving as the lead coordinator for escalations within the CRM Production Support team, ensuring critical issues are prioritized, addressed efficiently, and communicated effectively to stakeholders.

Providing 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.

Skills: 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, Status reports

Certified Scrum Master