Systems Analyst III

TEKsystems•Bloomington, IL

6d•$45 - $60•Hybrid

About The Position

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.

Requirements

salesforce.com
Agile /Scrum Certification
Servicenow
Problem management
Incident response
Troubleshooting
Splunk
dynatrace

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.
Provide 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, assessing business impacts, facilitating communication among stakeholders, tracking action items, and ensuring 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.