System Analyst

Job Title: Senior Systems Analyst: III
Location: Bloomington, IL, 61701 – Hybrid Role
Duration: contract to hire
Certification:
Scrum Master

Description:
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.
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.
About IDEXCEL, INC
Idexcel is an IT services organization, with a mission to bring great people and great organizations together. Our diverse client base represents a wide range of industries, including technology,
telecom, insurance, healthcare, manufacturing, banking & financial services, food & commodities trading and federal organizations. Our teams of experienced recruiters directly work with client companies seeking exceptional people to help with their business initiatives.
Idexcel, Inc. is an Equal Opportunity
Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.