Systems Analyst / Support Lead BLOOMINGTON, ILLINOIS, UNITED STATES w2

Lead and coordinate the Salesforce CRM Production Support team, ensuring effective delivery of support and operational activities. Oversee daily operations using Agile/Scrum/Kanban methodologies; facilitate team ceremonies and ensure adherence to service management processes. Own Incident, Problem, and Major Incident (MIM) management, analyzing trends, tracking metrics, and providing regular status updates to leadership. Monitor system alerts and telemetry using enterprise observability platforms (Splunk, Dynatrace, Azure Monitor, SiteScope); convert alerts into actionable tickets and drive timely resolution. Act as primary escalation point for critical CRM production issues; prioritize and communicate risks, status, and impacts to executive stakeholders and business partners. Coordinate with shared service teams for cross-system issue resolution and ensure seamless end-to-end service management. Prepare and present executive-level reports on service health, incident trends, and operational status. Maintain strong stakeholder and client relationships through proactive communication and efficient escalation management. Required: Certified Scrum Master (CSM) certification, strong hands-on Agile/Scrum/Kanban and ITIL experience, deep knowledge of Salesforce CRM production support, and proficiency with enterprise monitoring tools. Excellent communication skills and ability to work in a hybrid (Bloomington, IL) environment are a must.